Contact Centre Manager - Croydon, United Kingdom - Altitude-Recruitment Limited

Altitude-Recruitment Limited
Altitude-Recruitment Limited
Verified Company
Croydon, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Contact Centre Team Manager, responsible for the day to day management of a team of Medical Assistance Advisors.

Full Job Description


JOB DETAIL

Our client are based in Croydon and are the worlds leading B2B2C specialist and experts in the creation and delivery of unique solutions that combine service, insurance and technology to provide worldwide protection.

As Contact Centre Team Manager you will be responsible for the day to day management of a team of Medical Assistance Advisors, providing 24/7 support to our client's customers requiring medical assistance around the world.

You will be providing day to day support to your team, including coaching, on the job training, workforce planning, one to one meetings and appraisals.

You will identify training requirements and, in co-operation with other relevant parts of the business, deviseand implement strategies to address these needs.

You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer.

You will ensure best practice and processes are utilised within the Medical team and are aligned with the customer beingat the heart of our what we do.

You will support the delivery of strong case management for complex and high cost cases and work closely with our partners in Belgium and other departments across the business.


Hours:

This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am and 10pm.

Generally you will be working alternate weekends, with a requirement to cover holiday and absence asnecessary.
Our vision is to be renowned as the caring premium UK Assistance provider. We strive to deliver an exceptional customer experience at all points of assistance. To achieve this

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You will:


  • Have excellent communication skills which are essential when working in a shift environment
  • Complete PDP for your team, understand career ambitions and aspirations and assist with future development
  • Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
  • Ensure employee records are maintained and onetoone meetings are delivered on time
  • Deal with any employee relations issues which may arise
  • Ensure high profile cases are managed and the correct parties are kept informed.
  • Handle all regulated complaints within the FCA complaint guidelines

About you:


  • Experience of managing a team within a contact centre environment or similar
  • Customer focused, results orientated and outcome driven
  • Ability to work effectively within a team environment where some reports are working remotely 24/
  • Excellent leadership qualities & ability to delegate effectively
  • Commercially aware
  • Good standard of education
  • Strong knowledge of Microsoft office/inhouse bespoke systems
  • Flexible and adaptable and happy to work shifts


Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
Join us.

Let's care for tomorrow.
Altitude-Recruitment Limited acting as an Employment Agency and Employment Business.
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