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Customer Service Centre Shift Manager

Posted 9 March by Capita Ended

Role: Customer Service Centre Shift Manager
Shift Pattern: 40 hours per week between 6.30am and 11pm on a set weekly rotation
Location: Next to Trafford Centre
Salary : £28,032.58 + Benefits

About EMS

Electronic monitoring (otherwise known as 'tagging') is a critical component of the criminal justice sector. Capita is contracted by the Ministry of Justice to deliver the electronic monitoring service across England and Wales.

The Opportunity

As a Customer Service Centre Shift Manager, you will work within the Monitoring Centre in Manchester at the heart of Electronic Monitoring Services (EMS). Please note that EMS operates every day of the year so all rotas include bank holidays and weekends.

Key responsibilities

  • Work alongside the Senior Operations Managers and other Customer Service Centre Shift Managers across all EMS sites, providing strong and effective leadership to the Customer Service Team, ensuring that all colleagues are highly engaged, motivated and supported, and that customer focus is evident throughout the service we provide.

  • Lead and develop a team of direct reports, motivating them to ensure we maintain contractual delivery and remain a centre of excellence in electronic monitoring.

  • Ensure employee relations are managed consistently and fairly in accordance with Capita policies, achieving the highest possible levels of employee engagement across the Customer Service Centre.

  • Carry out effective personal development reviews to ensure a clear understanding of objectives and that colleagues at all levels are recognised for excellent performance.

  • Operate a culture of openness and listening that is consistent with the company values. Two way communication, both formal and informal, with reports, peers and outside agencies, is extremely important.

  • Implement and monitor key performance and contract delivery indicators (CDIs) and ensure that the department achieves all set internal and contractual CDIs. Adhere to a robust audit model to ensure that any missed targets are analysed and processes are developed to avoid repeat failure.

  • Design, implement and set quality and productivity goals for all colleagues to ensure maximum efficiency and effectiveness.

  • Implement and monitor quality control processes ensuring that the service provided is delivered at the highest standard.

Your skills

  • Clearly, this role brings with it a variety of challenges - you will be instrumental in protecting the public and making a difference to people's lives.

  • We are looking for individuals who are committed to delivering excellent customer service, sometimes in pressurised situations, whilst maintaining high quality and accuracy levels.

  • It is essential that you are equally comfortable working in a team, as well as on your own initiative.

  • You should also be proficient in Microsoft Word and Excel, and have a keen eye for detail.

  • Excellent written and verbal communication skills.

What's in it for you?

You will receive full initial training, together with on-going support and development. Electronic monitoring is entering a new and exciting phase and there will therefore be plenty of opportunities for progression.

At Capita, training and development aren't optional extras, they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 days' holiday, a company pension scheme and access to voluntary benefit options including child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

Reference: 34651488

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