Are you an experienced people manager, looking for a new and exciting career move? Read on as we may have just the job you are looking for In the role of Team Manager you will manage a team of hire controllers to ensure that optimum customer service is delivered to the Client in line with the Service Level Agreement (SLA) and in a way that maximises Sunbelt Rentals opportunity to increase revenue and business share. You will be responsible for : Managing a team of agents ensuring effectiveness through appropriate objective setting, leadership and management, coaching and development of the team. Develop a strong team spirit within the team to ensure that all customers experience excellent customer service. Regularly review and challenge the team’s performance against KPI’s to ensure it is meeting business and customer needs. Review all feedback to identify trends and issues and instigate and implement appropriate improvements Through quality monitoring measurements ensure that all customer contacts are dealt with in accordance with Company Standards. Ensure that all customer contact is dealt with in accordance with Company policy and SLA agreements. Ensure that any customer complaints are dealt with and escalated in accordance with Company policy and SLA timescales. Ensure that all administration is completed in accordance with Company standards. Partner with Account Managers and others to ensure customer requirements are delivered cost effectively in accordance with the relevant SLA. What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider. We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme. About You If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations. What you will need to bring to the Team Manager role from day one: Previous experience in a customer service role, preferably within a Customer Contact Centre or Service Centre environment. Strong interpersonal and influencing skills with the ability to effectively communicate across all levels and functions both within Sunbelt Rentals and customer organisation. Strong customer service ethic, reviews and actively seeks to resolve issues and improve service standards throughout the account. Effective planning and organising skills and a methodical approach with close attention to detail and adherence to company standards and procedures Excellent leadership skills with people management and development experience. Numerical reasoning and analytical skills to review and draw appropriate conclusions from performance data and KPIs Working knowledge of contact centre telephony and other technologies About Us Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada - as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is. Our people are at the heart of our values and they’re our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect. Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.