Job Title: Customer Support - Team Manager 12 month FTC
Location: Preston (Channel Way). We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role.
Salary: £40,000
What you'll be doing:
1. Proactively plan, co-ordinate and monitor workload and across multiple technology platforms and allocate resource accordingly to meet SLA/ metric requirements
2. Building and developing effective and collaborative relationships with colleagues, customers and key stakeholders (across both the Business Units and the Centres of Excellence).
3. Proactively review existing and develop new procedures and working methods to improve the effectiveness of the team
4. Supporting continuous improvement projects and implementation of new processes within the Employee Service Centre (ESC) Team with consideration of wider Shared Services impacts
5. Leading on the monthly reporting requirements for internal team performance and trends and for internal ESC Operations review/ People Services Operations Review
6. Utilising real-time insights to raise potential issues and problems relating to systems and processes as early as possible
Your skills and experiences:
Essential:
7. Operational service delivery experience
8. Strong Contact Centre & Customer Service background
9. Leading, Coaching and motivation of a team to achieve high standards of performance
Desirable:
10. A broad knowledge of Shared Services processes and a good understanding of the processes and down-stream systems
11. Knowledge of HR administration and policies
Benefits:
As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive.
The Employee Service Centre team:
As an ESC (Employee Service Centre) Team Manager, you will be responsible for the day-to-day management of the operational teams and service delivery, across phone, email & live chat channels.
Working within a central part of the business, this is an opportunity to work with all sectors of the business and gain significant exposure to the wider stakeholder network across BAE. You will also be in a varied role that will have involvement across a range of projects and process change.
Why BAE Systems?
This is a place where you'll be able to make a real difference. You'll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you'll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.
We welcome applications from all suitably qualified people, who are BAE Systems employees and have been in their current role for 12 months or longer.
Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.
Closing Date: 28 th April 2025
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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