Contact Centre Team Manager - Chichester, United Kingdom - Customer Management Resourcing

Customer Management Resourcing

Verified Company

Chichester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Resolution Team Manager

Chichester Based

Salary:
£33,985.79 annum plus an additional £2,891.20 location allowance. p.a. plus weekend and night shift allowances as applicable once fully trained - with night allowance (between 10pm to 6am) on top of £4.75 per hour.

40 hours per week on a flexible rolling shift rota covering 7 days per week. Shifts which cover 10pm - 6am, extra £4.75 per hour. Rotas are published a month in advance.

As Resolution Team Manager you will:

Performance manage and coach to ensure Resolution staff are developed to their full potential.
Carry out regular 121's with your staff to support them to achieve individual and company targets.
Use quantitative and qualitative measures to ensure a high level of service and quality is maintained.
Conduct appraisals with your members of staff.
Manage and maintain service level agreements, liaising with clients and customers.
Manage complaints and escalations from team members
Identify and work on opportunities to improve efficiency, service delivery and employee engagement
Share "on call" rota with other Team Managers covering a 24/7 operation.
Be proactive and selfmotivated.
Provide support to the Emergency Resolution Centre Manager.

Development and Training of our staff is really important to us, however we will need the following core skills and experience to be able to fulfil the role:

Good standard of education to GCSE level or equivalent.
Proven working with Microsoft Office Suite to intermediate level, and good level of computer literacy
Experience of achieving KPIs through effective people management.
Proven history of delivering excellent customer service and driving change
Ability to act decisively and promptly.
Understanding of the principles of Protection of Vulnerable groups.
Working knowledge of call/emergency centre systems. (Desirable)

**An Enhanced DBS Check will be required.