Team Manager Nights

TEAM MANAGER (NIGHTS)

Location: Chichester

Basic Pay: £38,182.20

Location Allowance: £2,891.20 

Predicted Night Pay per annum: £7,410 

Total pay: c£48,000 which includes predictive allowances with weekend and night shift allowances as applicable once fully trained

Are you an experienced Call Centre Team Leader / Manager looking for your next challenge as a Resolution Team Manager

We have an amazing opportunity for aResolution Team Manager (Nights) to help lead our Resolution team handling emergency response calls in a 24/7, 365 days’ a year service supporting a diverse and largely vulnerable customer base. We have a great family culture and support and value our staff and customers.

The Team Manager (Nights) will have previously worked in a Contact Call Centre. You will need experience of managing staff within a 24/7 365 days a year delivery in a call centre environment and be prepared to handle calls in periods of peak demand. Resources will need to be managed proactively using call trend reports and sales targets for information. You will be responsible for the overall performance of your staff. In addition, given our growth ambitions, you will need proven experience of leading and managing staff through change.

Where there are key changes to procedures and processes, you will need excellent communication skills to ensure that all the Resolution staff are aware of any changes. You will work with other Team Managers to ensure the smooth running of the Resolution Centre.

As Team Manager (Nights) you will:

• Design, implement, and manage all training and coaching to ensure Resolution staff are developed to their full potential. Carry out regular 12-1’s with your staff to support them and maintain efficiency.
• Monitor individual and team performance (using both quantitative and qualitative measures) to ensure a high level of service is maintained. Conduct appraisals with your members of staff.
• Manage and maintain service level agreements with optimum quality at times.
• Share “on call” rota with other Team Managers covering a 24/7 operation.
• Be proactive and self-motivated.
• Provide support to the Emergency Resolution Centre Manager.

Development and Training of our staff is really important to us, however we will need the following core skills and experience to be able to fulfil the role:

• Experience of Managing teams in a contact centre environment
• Proven working with Microsoft Office Suite to intermediate level, and good level of computer literacy.
• Experience of setting KPIs.
• Proven history of excellent customer service and focus.
• Ability to act decisively and promptly.
• Understanding of the principles of Protection of Vulnerable groups. (Desirable)
• Working knowledge of PNC (Desirable)
• Confident working knowledge of call/emergency centre systems. (Desirable)

We will offer our Team Manager (Nights) fantastic benefits including:

• 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off!
• Contributory pension plan
• Company Share Plan
• Performance Recognition Bonus
• Life Insurance
• Medical Insurance Lite
• Employee Assistance Programme
• Enhanced Paternity and Maternity Packages
• Free Personal Alarm
• 360+ Health Assessments
• Long Service Awards 
• Cycle to Work Scheme
• Retail Discount Scheme

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.

Hours of work are an average of 40 hours a week over a two-week period. This is a night’s role where shifts will be scheduled between 8:30pm and 7:30am.

The position will be based at our office in Chichester and successful applicant would need to commit to a 4-week 8am to 4pm training course.

Closing date: 12th May 2024