Enterprise Services Team Manger - Kingston upon Hull, United Kingdom - DNA Payments

DNA Payments

Verified Company

Kingston upon Hull, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The role
We're looking for a Team Manager to join our expanding team based in Hull.

Reporting to the Head of Enterprise Client Services, the purpose of your role is to develop and support our Enterprise service and technical advisors.

You will help to develop new staff by monitoring their progress and implementing improvements. You will provide support with day-to-day enquiries and help advisors resolve matters at first instance.

You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers.

We value ambition, we are curious, and we are honest - it's in our DNA.
Working hours: 37.5

Location:
Hull, office based

Key responsibilities:

Providing and recording regular feedback sessions to ensure positive engagement and success.
Ensure that team performance, based on identified Key Performance Indicators (KPI's) and Service Levels are consistently monitored and met, to provide efficient and effective high performance
Developing and maintaining business process', while implementing continuous improvement. Managing projects and delivering results
Monitoring and evaluating individuals'/team development and performance, to measure and drive success.
Working collaboratively with the Team managers/ Trainer to further develop our onboarding strategy and maintain ongoing advisor development.
Incident and escalation management. Improving our business service through effective knowledge delivery and incident ownership.
Working closely with other departments to ensure customers issues are resolved at first contact. Take ownership of queries and from time to time have direct customer contact to ensure quick and effective resolution of queries

Competencies:

Previous experience in a Team Manager and development role within a similar industry would be advantageous. Any previous Management qualifications would be an advantage.
A keen interest in people, business, technology and providing the highest level of training, support, and development.
A passion to teach and inspire. A drive to be accountable for the success and development of new and existing agents.
High level written, communication and listening skills are essential.
Previous exposure to our operating systems would be an advantage.
A passion for client outcomes, and using data to understand key trends and insights to provide a high performance

Benefits