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Passionate about everything people management and customer service? Step into an exciting Team Manager role on the Foundever team at our Swansea location where every day is a new opportunity to make a difference!
WHAT YOU'LL BE DOING
As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great.
We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.
ABOUT YOU
It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team.
It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.
You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures.
By leading the way you will develop your team's skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
KEY RESPONSIBILITIES:
* Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
* Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
* Continually review and monitor work performance of all Advisors against agreed KPI's.
* Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
* Facilitate a culture of open and honest two-way communication with all team members.
* Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
* Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job.
* Ensure appropriate actions are taken to improve client satisfaction survey scores.
YOUR PROFILE AND EXPERIENCE
Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
Expertise: Previous experience working in a call centre environment is essential.
Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.
Ability: Good numeric and verbal reasoning skills.
Critical-Thinking: Effective problem-solving skills.
Employee Performance: Performance Management skills.
Handling: Client/customer management skills.
KEY POINTS
Salary: Up to £24,000 per annum (dependent on experience)
Benefits: Performance-based bonus, corporate perks and discounts, access to our salary advance scheme
Location: Llansamlet, Swansea, SA7 9LA (on-site only)
Contracted Hours: 37.5 hours per week
Working Hours: Monday to Friday, 08:00 to 21:00. Saturday and Sunday, 08:00 to 18:00.
Contract Duration: Permanent
Holiday Entitlement: 25 days annual leave, plus 8 bank holidays
Apply Now!
We look forward to reviewing your application.
Foundever is an equal opportunity employer. We value our diversity and we're committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.
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