- As Duty Team Manager you will be responsible for the daily running of a team of advisors (team size: 6-10 advisors) ensuring a high quality of customer service is maintained throughout.
- Your role will encompass call handling, email, telesales, and a web support service, you will act as a role model upholding our values around performance and delivery.
- You will be the first point of contact and knowledge for escalated cases and be expected to resolve them quickly and mitigate risk to the business
- Identify, plan, and deliver continuous improvement to how our services are delivered ensuring quality and integrity are maintained in daily client interactions
- Provide team management experience to a team of advisors including managing the team's work and assigning duties needed to achieve agreed SLA's.
- Manage the quality and efficiency of your teams' work ensuring compliance in the handling of customer queries.
- Understand internal policies and processes and ensure the team adhere to the principles correctly.
- Have the required knowledge to resolve complex customer queries around tickets, travel information and journey planners while adhering to rail operating companies' guidelines.
- Ensure development, training plans and coaching are in place for each team member, reviewing development activity and conducting period performance reviews.
- Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
- Liaise with the people function of the business in conducting employee relations related meetings such as absence reviews, return to works, documented discussions and investigations.
- Mitigate client resolutions in line with agreed approval protocol, escalating where necessary.
- Share knowledge and identify training needs to develop and upskill the team.
- Maintain up-to-date knowledge of rail and customer contact industry developments
- Prior experience within a management / supervisor role
- Previous experience with employee relations meetings (absence reviews / return to works
- Excellent people management and customer service skills
- Computer literacy including Microsoft Technologies (Office 365, Teams)
- Working knowledge of regulatory issues including GDPR
- Enthusiastic, proactive, and passionate about providing excellent customer service.
- Able to diffuse difficult situations, articulate client needs and present solutions in a calm manner.
- Stakeholder management
- Organised and efficient with the ability to analyse large amounts of information.
- Exceptional communication skills both verbal and written.
- 25 days Holiday plus National Bank Holidays
- Travel Offers for Bus and Rail*
- Payroll Giving – donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
- Buy as You Earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
-
Team Manager
2 weeks ago
Humankind West Yorkshire, United Kingdom Fixed TermJob Details · Everyone is different. At Humankind we value your difference. Join our inclusive organisation. · Team Manager - Fixed Term 12 Month Contract (Maternity Cover) · Working hours: Monday-Friday 9am-5pm with a requirement of one late night on a rota basis (11am-7pm). · ...
-
Exploitation Team Manager- 2 Days in
3 weeks ago
NonStop Consulting Ltd West Yorkshire, United KingdomNonStop Care looking to recruit a Team Manager in West Yorkshire to join their Children's service Exploitation and Missing Hub. · **Responsibilities**: · In this role you will aim to achieve the best possible positive outcomes for vulnerable and exploited children and young peopl ...
-
Team Manager
1 week ago
Pertemps West Yorkshire, United Kingdom £40Team Leader, £40ph, Hospital Team, West Yorkshire · Pertemps are recruiting for a qualified and experienced Team Leader to support the hospital discharge team and intermediate care team with safe and timely discharges covering Calderdale Royal Hospital and Huddersfield Royal Inf ...
-
Team Manager
4 weeks ago
Sanctuary Personnel Ltd West Yorkshire, United Kingdom £54,957Sanctuary Personnel, an innovative and committed recruitment agency has a new permanent position available for a Team Manager within the 0-18 Children with Disabilities Team to work full time based in South Gloucestershire. · The salary for this permanent Team Manager job is up ...
-
Head of Network
3 weeks ago
MSA Data Analytics Ltd West Yorkshire, United KingdomThe Head of Network position will have ownership of current and evolving strategy for all network planning, revenue management/optimisation and operational scheduling efficiencies across cluster of growing geographical portfolios. · **Selection of responsibilities**: · - You'll d ...
-
Senior Event Manager
3 weeks ago
Live Recruitment West Yorkshire, United Kingdom**West Yorkshire with wfh opportunities -** Don't miss out on this fantastic opportunity to work within a growing creative events/production agency based in West Yorkshire · **THE AGENCY** · This exciting events agency are renowned for delivering creative and innovative events in ...
-
World Class Manufacturing Facilitator
3 weeks ago
Saint-Gobain Yorkshire, United KingdomUnited Kingdom, Yorkshire and the Humber, Goole · Permanent / Regular · Technical Production · POSITION DESCRIPTION · **World Class Manufacturing Facilitator** · Are you someone who is passionate about Operation Excellence, Change Management and Continuous Improvement · At **Celo ...
-
Customer Service Co-ordinator
3 weeks ago
Jark West Yorkshire, United KingdomCustomer Service Co-ordinator · Wakefield · 30-37hrs Monday to Friday · Our Client is looking for a Customer Service Advisor to join their small team at their Head Office based just outside the center of Wakefield. · Duties to include: · - Process and proactively manage rolling w ...
-
Recruitment Administrator
3 weeks ago
Sewell Wallis West Yorkshire, United Kingdom**Job description**: Sewell Wallis are delighted to be working with an exceptional business based in Wetherby who are looking for a People Services Administrator to join their team. · The roles include: · Provide accurate recruitment administration for all recruiting Managers fro ...
-
Tender Coordinator
3 weeks ago
Ganymede Solutions Ltd West Yorkshire, United KingdomLocation- West Yorkshire- Job-type- Permanent- Salary- £ per year- Reference · TC/LJB/Leeds**Tender Coordinator** · **Full Time & Flexible** · **Leeds, West Yorkshire** · My client in Leeds currently has an opening for a Tender Coordinator, this role has been created due to growt ...
-
Tm-exploitation Team-up to
3 weeks ago
NonStop Consulting Ltd West Yorkshire, United Kingdom**TM-Exploitation Team-Up to £50ph-Hybrid** · This team offers flexible working of 2 days in office and 3 at home, meaning you can manage your own case load & diary - allowing you to have 3 days at home and create a fantastic work life balance. · Social Workers on your team will ...
-
Team Leader Idva
3 weeks ago
GCS Recruitment Specialists Ltd Yorkshire, United KingdomCaritas Futures is supporting well known Domestic Violence charity for a Team Leader to support Independent Domestic Violence Advocate Team (IDVA) role based in Bradford. · As Team Leader you will support the IDVA team to deliver a safe and effective IDVA service to victims of do ...
-
Event Project Director
3 weeks ago
Live Recruitment West Yorkshire, United Kingdom**West Yorkshire with wfh opportunities -** Don't miss out on this fantastic opportunity to work within a growing creative events/production agency based in West Yorkshire · **THE AGENCY** · This exciting events agency are renowned for delivering creative and innovative events in ...
-
Sports Graduate
4 weeks ago
GSL Education Yorkshire, United Kingdom**Position: Graduate Sports Assistant** · **Location: Hull** · **Start Date: Easter Starting** · **Salary: £75 - £90 per day** · GSL Education are looking to appoint Graduate Sports Assistants for our client schools in · **Hull**. This is a full-time position starting from this · ...
-
Account Manager
3 weeks ago
Live Recruitment West Yorkshire, United Kingdom**West Yorkshire with wfh opportunities -** Don't miss out on this fantastic opportunity to work within a growing creative events/production agency based in West Yorkshire · **THE AGENCY** · This exciting events agency are renowned for delivering creative and innovative events in ...
-
Head of Credit
4 weeks ago
Marks Sattin recruitment West Yorkshire, United KingdomMarks Sattin is currently recruiting for a Head of Credit & Compliance which sits as part of the senior management team adn will play a crucial part in revenue growth and product offering. This is a pivotal role which enables the business Manager to helpgrow and develop a product ...
-
Ict Business Partner
3 weeks ago
Eden Brown Synergy West Yorkshire, United Kingdom**ICT Business Partner** · Eden Brown Synergy is currently working in partnership with a Local Government Organisation in Yorkshire which is looking to recruit an ICT Business Partner on an interim basis. The post holder will be responsible for the development and maintenance of ...
-
Health and Wellbeing Admin
3 weeks ago
Service Care Solutions - Healthcare West Yorkshire, United KingdomService Care Solutions are currently recruiting for temporary Health and Wellbeing Administrators on a 6 month temporary agency contract. This role will be based in the Kirklees area. · **Hours** · 37.5 hours per week · These hours will be expected to be worked between 8am - 8pm ...
-
Practice Supervisor-cwd-up to
3 weeks ago
NonStop Consulting Ltd West Yorkshire, United KingdomPractice Supervisor-CWD-Up to £45ph-Hybrid · This position offers hybrid working options, allowing you to manage your own caseload and diary, maximising your time at home to create a fantastic work-life balance. · This services offers a wide range of Continual Professional Develo ...
-
Culham Centre for Fusion Energy Yorkshire, United Kingdom**Overview of Responsibilities**: · **Who are we looking for?** · We have an excellent opportunity for motivated and enthusiastic university students to join our 2023 Year in Industry Programme. We offer excellent opportunities for motivated and enthusiastic undergraduate student ...
Duty Team Manager - Yorkshire, United Kingdom - FirstGroup
Description
About the jobYour main responsibilities will be:
As a minimum, you will need to have:
About the location
Hybrid - Primarily Home-Based, with requirement to visit the Sheffield Contact Centre when necessary
Working pattern
Operational team shift pattern to cover from 06:00-23:00 including weekends
(1 in 6 weekends)
The Reward
*after 6 months of employment
We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
