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The Team Manager will be responsible for day-to-day management of a team of up to 12 customer service advisors. They will also be responsible for delivery from their team of exceptional customer service. As part of the remit the Team Manager must ensure all inbound calls are responded to within agreed SLAs with a first time resolution to 90% of calls. In addition to this you must ensure all inbound correspondence is picked up and responded to within agreed SLAs and all written responses are to the agreed standard.
-Ensures all agents in their team comply with relevant regulatory and legal requirements at all times. Adopt a zero tolerance approach to non-compliant behaviour with internal and external customers.
-Work closely with the wider team to optimise number of calls responded to within agreed SLAs and with a first call resolution of 90%. Additionally ensuring that all correspondence is picked up and responded to within agreed SLAs and all written responses are to the agreed standard to ensure customer journey expectations are met.
-Demonstrate a journey approach to developing agents performance and individual growth, through coaching and personal development plans with continuity of follow-up. Complete regular call monitoring to ensure call standards are achieved.
To be considered for this role you must have worked as a Team Manager previously
-At least 2 years' experience of managing a team
-Proven track record in team results delivery
-Competent user of standard IT products and packages
-Solid understanding of key performance metrics and performance management techniques
-Basic understanding of relevant industry regulation, the market, and the competition
The company offer a salary between £20,000-£25,000 with working hours between 8am till 8pm and 1 in every 3 saturdays 9am till 5pm. An excellent benefits package and potential bonus of 5%.
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