Jobs
>
Chelmsford

    Contact Centre Shift Manager - Chelmsford, United Kingdom - Pinnacle Group

    Pinnacle Group
    Pinnacle Group Chelmsford, United Kingdom

    2 weeks ago

    Default job background
    Description

    Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

    Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

    The Role - Shift Manager

    We're looking for motivated and driven individuals to join our team. The successful candidate will be tasked with resolving complex customer issues, first point of contact for Connect agent enquires, incidents, complaints, etc. and dealing with these in a timely and professional manner.

    To undertake any tasks delegated by the Team Manager, identify areas for service and procedural improvement and make recommendations to the Management Team to remove blockers and improve service delivery. You'll be expected to be first line of contact for Connect Agents issues, ensure jobs are passed out to operatives in good time in line with service level agreements and liaise with clients in terms of emergency escalations.

    You'll escalate any queries or unresolved issues to Team Managers which cannot be completed within agreed procedures and handle first line complaint investigation, listening to call recordings and establishing what happened. You'll be expected to participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and Team Managers and attend weekly performance and management team meetings which are generally on Monday and Tuesday afternoons.

    This is a full time position where the suitable person would work 4 days on, 4 days off and you will be required to work both evenings and weekends.

    Duties/Key Responsibilites

    Handling a wide range of customer and repair enquiries and escalations from Agents and Clients.

    Resolve customer & agent issues and questions in a timely and professional manner.

    Act as a subject matter expert and mentor for Connect Agents.

    Assist management and internal teams with ad-hoc requests and escalations.

    Ensure smooth running of your shift, and that all repair jobs are passed out quickly and effectively to operatives.

    Recognise possible fraudulent or suspicious activity.

    Stay up to date on latest industry trends, internal policy and procedure to ensure customers and clients are getting consistent, top tier support.

    You will work in a performance management driven culture, with SMART objectives linked to the overall Connect key performance indicators and Pinnacle values.

    You will be an ambassador for excellent customer service standards, taking ownership for resolving each customer enquiry.

    You will ensure a high-quality service Is provided to customers in line with the Pinnacle values, behaviours, and corporate standards.

    Seek and act on feedback to improve your own and overall team performance.

    Act as a subject matter expert and mentor for Connect Agents.

    Be a liaison for other business departments within Pinnacle and external clients.

    Review complex customer and client enquiries escalated by Agents.

    Be self-reliant and maintain high standards of work and behaviour, even when under pressure.

    Skills Required

    In order to be successful in this role, it is essential that you have experience of working within a customer contact centre environment, dealing with members of the public over the phone.

    Customer Focus

    Strong people skills: Ability to navigate difficult situations and stay calm under pressure.

    Solutions mindset: passion to find the right solution for Customer and agents and resolve their issue overcoming obstacles.

    Good, cost-efficient decision making.

    Promote culture of continuous improvement in customer service to achieve excellence.

    Use feedback from customers and clients to improve services.

    Be prepared to offer support to resolve diffic

  • Tailor Made Resources

    Shift Production Manager's

    1 week ago

    Tailor Made Resources Essex, United Kingdom

    Our Client is a leading Importer and Supplier of Fresh Produce to a wide portfolio of customers. Due to continued growth, we are now seeking an **Shift Production Manager's **to join the business and take responsibility for the team and the management of the production. · The pos ...

  • Great Bear

    Shift Manager

    10 hours ago

    Great Bear Dagenham, United Kingdom

    **Company Description** · Part of the Culina Group, Great Bear is a key player in ambient 3PL, and through an extensive depot network including unique state of the art facilities at Port Salford and Markham Vale Great Bear serves established FMCG businesses. · Reporting to the Op ...

  • AP RECRUITMENT LTD

    Shift Manager

    1 week ago

    AP RECRUITMENT LTD London, United Kingdom

    **Our client is an international brand,** growing in the UK. Currently recruiting for QSR Shift Managers across London. £25,500-£ Bonus. · Looking for someone who can lead, motivate, Inspire, and coach. From day one, you'll be based on the shop floor learning how each area of the ...

  • ALS People

    Shift Manager

    1 week ago

    ALS People Hatfield, United Kingdom

    **ALS People** are looking for an enthusiastic individual to join its team in their office basted in Hatfield (Warehouse centre). The successful applicant will work as Shift Manager on a **FULL TIME** basis Monday to Fridayc and every other Sunday between the hours of **7am - 12p ...

  • Clipper Logistics Group

    Shift Manager

    1 week ago

    Clipper Logistics Group Harlow, United Kingdom

    Here at Clipper Logistics, we are looking for a full-time, permanent Shift Manager to join our Distribution Centre site in Harlow - CM19 5DT · Clipper Logistics is now part of GXO, the world's largest pure-play contract logistics provider and one of the leading retail fulfilment ...

  • Welcome Break

    Shift Manager

    1 day ago

    Welcome Break Potters Bar, United Kingdom

    **Shift Managers -Pizza Express** · **Welcome Break** · **South Mimms · - EN6 3QQ** · **£10.90ph + tips** · Are you ready to lead a team? To take that next step in your career maybe. We are always on the look out for our next generation of leaders to work with our management team ...

  • XPO TRANSPORT SOLUTIONS UK LIMITED

    Shift Manager

    6 days ago

    XPO TRANSPORT SOLUTIONS UK LIMITED Grays, United Kingdom Full time

    Company description: · XPO, Inc · Job description: · Logistics done differently. · XPO Logistics are looking for a Shift Manager for our contract in Thurrock. This is your opportunity to take charge of a busy and unique transport operation. Working a day shift pattern, you'll be ...

  • XPO TRANSPORT SOLUTIONS UK LIMITED

    Senior Shift Manager Nights

    3 days ago

    XPO TRANSPORT SOLUTIONS UK LIMITED Hatfield, United Kingdom Full time

    Company description: · XPO, Inc · Job description: · Logistics done differently. · Are you looking to use your transport supervisory or management experience in a new role? Do you like the sound of working on a large, complex operation with one of the biggest names in logistics? ...

  • XPO TRANSPORT SOLUTIONS UK LIMITED

    Senior Shift Manager Days

    3 days ago

    XPO TRANSPORT SOLUTIONS UK LIMITED Hatfield, United Kingdom Full time

    Company description: · XPO, Inc · Job description: · Logistics done differently. · Are you looking to use your transport supervisory or management experience in a new role? Do you like the sound of working on a large, complex operation with one of the biggest names in logistics? ...

  • Search Consultancy

    Production Shift Manager Nights

    1 week ago

    Search Consultancy Hertfordshire, United Kingdom

    Job Title: Production Shift Manager (Nights) · , Permanent · Location: Hertfordshire · **Salary**: £45,000 - £50,000 p/a · Working Pattern: 4 on 4 off - 19:00 - 07:00 · The Role · The purpose of the role is to Manage the night shift in the factory. You will be involved with the p ...

  • Flow Recruitment

    Restaurant/cafe Shift Manager

    2 days ago

    Flow Recruitment London, United Kingdom

    Our client is unique concept restaurant operation. They have a strong presence internationally and due to their continued growth, have launched their first site within the UK Marketplace. Our clients mission is to be a leading global hospitality concept,creating exceptional exper ...

  • County Linen

    Laundry Shift Supervisor

    1 week ago

    County Linen Chelmsford, United Kingdom

    **SHIFT SUPERVISOR** · **Position**: Shift Supervisor · **Reports to**: Operetion Manager · **Fixed Term**: Full time positions available · **Rota: 42.5 hours contract -however the need for flexibility is important** · **Additional time may be available.** · **Purpose of Job**: · ...

  • Priory Healthcare

    Workforce Coordinator

    2 days ago

    Priory Healthcare Chelmsford, United Kingdom

    Situated within three acres of landscaped grounds, Priory Hospital Chelmsford is an independent hospital that specialises in the treatment and management of adults and adolescents with a range of mental health problems. There is a highly experienced team of mental health professi ...

  • OSP Group

    Forklift Driver

    3 days ago

    OSP Group Chelmsford, United Kingdom

    The OSP Group are looking for an experienced warehouse operative with an in date counterbalance forklift license on a temp to perm basis at our busy distribution client in Chelmsford, Essex. · Daily duties will include: · - Using the counterbalance forklift truck · - Moving stock ...

  • East of England Ambulance Service Trust

    Scheduling Coordinator

    1 week ago

    East of England Ambulance Service Trust Chelmsford, United Kingdom

    Looking for your next role? Why not take a look at our exciting Scheduling Coordinator role? · Come join our fantastic and dynamic new centralised scheduling team within the Planning and Resourcing Department, where your skills and contributions will be valued and make a meaningf ...

  • Phoenix Pet Cremations Limited

    Pet Crematorium Customer Service

    1 week ago

    Phoenix Pet Cremations Limited Chelmsford, United Kingdom

    **Salary**:£24,000 P.A. · **Hours**: Monday - Sunday 8.30am - 8.30pm, 4 days on, 4 days off, 12 hour shift · Some of your hours of your shift may be worked from home at certain times if you wish as our phone systems and internal systems allow us to operate remotely. Most of the t ...

  • Cherryred Recruitment

    Assistant Restaurant Manager

    1 week ago

    Cherryred Recruitment Chelmsford, United Kingdom Full time

    Assistant Restaurant Manager - Stunning Italian Restaurant. · We are currently recruiting for an Assistant Restaurant Manager · for a fantastic client, who is well known across the conutry. · Are you an Assistant Restaurant Manager who wants to develop your career with a well-kno ...

  • Anglian Care

    Care Assistant

    4 days ago

    Anglian Care Chelmsford, United Kingdom

    **Care Assistant - Chelmsford** · **Salary**: Care Assistant - £12.50-£14.00ph · **Milage**: 45p per mile · **Contract**: Part time or full time, evening and weekend shifts available · **Areas**:This role covers Chelmsford · **Pay breakdown and shift patterns**: · - Daytime shift ...

  • FHD Solutions Limited

    Restaurant Manager 6 Shifts Per Week

    1 week ago

    FHD Solutions Limited Soho, United Kingdom

    **RESTAURANT MANAGER £55k 6 SHIFTS PER WEEK CLOSED SUNDAYS SOHO RESTAURANT LONDON** · **We are looking for an Restaurant Manager to lead the management team of this popular soho restaurant.** · As an incoming manager your primary function is to enhance and develop all areas of th ...

  • East of England Ambulance Service

    Scheduling Coordinator

    1 week ago

    East of England Ambulance Service Chelmsford, United Kingdom

    Support the delivery of high-quality patient care according to Trust standards, policies, and procedures through being responsible for matching resource capacity to forecasted demand to improve clinical care and patient outcomes. Provide assistance with planning rotas to include ...