Working for the Head of Retail Service Hub, the purpose of the role is to develop our people systems and processes to provide excellent customer service to our Retailer estate.
As a Team Manager you will coach your team to deliver the right solution first time, reducing repeat contact across our multi-channel contact centre and generate feedback to aid development plans.
What will you be doing?
* Take ownership of RSH goals and objectives. Lead, motivate and inspire your team to deliver those goals.
* Set KPI’s which are challenging but achievable for your Advisors.
* Complete monthly call monitoring of contact for advisors ensuring compliance with Knowledge Base, generating feedback for continual improvement.
* Coach team using feedback generated to deliver a great service through first contact resolution, measured by CSAT.
* Praise and recognise outstanding achievements and communicate across the whole team.
* Manage the welfare of your team through regular 121’s team meetings including sickness holidays and absence.
* Provide second line support for any customer complaints or escalations.
* Complete interviews and appoint new candidates looking to join your team.
* Ensure new starters are nurtured and supported through their probationary period.
* Raise tickets or a project for any technical issues or improvements identified then own and track these to conclusion.
* Allocate resources to work in order of priorities and ‘on call rota’ for hours of escalations.
What we would like from you?
* Lead, recognise and encourage the individuals in your team.
* Gather feedback through call monitoring and performance statistics and coach individuals using this information.
* Create and own projects which improve and drive self-help.
* Excellent interpersonal skills with the ability and credibility to influence colleagues across all teams to improve efficiency and reduce referrals to the team.
* Tenacious in seeking the resolution of issues/problems which reduce contact.
* Circulate out of hours rota, allocate work, protecting key priorities.
* Resilient in the face of adversity. Ability to prioritise and focus on what’s important.
Person Specification:
Previous management experience.
A coach with the ability to develop people.
Analytical skills to identify trends/reoccurring issues.
Competent user of Excel and all modern-day office systems.
Resilient under pressure and adaptable to change.
Time management skills for self and team.
Great communicator internally and with other teams.
Working Pattern
*Monday to Friday 09:00 to 17:00
* Including an unpaid lunch of 45 minutes (36.25 paid hours per week).
* Plus 1 paid break of 15 minutes to catch up on emails/admin.
* Plus 1 paid break of 15 minutes leisure time.
This role requires you to be on call for some ‘out of hours work’ in addition to the above. Your on-call rota will be communicated with you.
*A minimum of 2 days working from the office (a maximum of three days working from home). This may change, increasing days working from the office. #J-18808-Ljbffr