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Night-Shift Team Manager Customer Service

  • Location: Sutton Coldfield
  • Salary: £25,290.32 + Annual nightshift allowance of £2,653.08 = £27,943.40 pa per year
  • Job Type:Permanent

Posted 5 months ago

  • Sector: Front-Line Talent, Customer Contact
  • Contact: Mandy Thompson
  • Contact Email: mthompson@merje.com
  • Start Date: A.S.A.P
  • Expiry Date: 26 June 2021
  • Job Ref: MT/17301M

Summary of position:

  • Night Team Manager working 4 on 4 off – 22:00 – 08:30 (Previous experience of working a night shift are crucial to this application)
  • Driving the growth strategy and balancing global business need
  • Supporting operational planning and ensuring key performance indicators (KPIs) are in place and targets are met
  • Performance direct reports
  • Ensuring all customer needs are being met.
  • Creating and maintaining a positive and culture of compassion and kindness
  • Championing quality
  • Maintaining strong partnerships & engagement across the business
  • Recognising and developing advisor training & development
  • Developing coaching plans
  • Contributing to the development and implementation of the Customer Service Centre objectives & deliverables
  • Embracing Employee Engagement initiatives
  • Key Responsibilities:

    Leadership

  • Provide leadership, development and coaching to advisors. Actively engaging and supporting the development of the team to ensure world class performance
  • Working with HR and Recruitment to drive the recruitment & selection of advisors.
  • Contribute to the design and implementation of change programmes and projects which impact the Customer Service Centre
  • Carry out regular 121’s, developing a culture where training and development are DNA not task, identifying actions and working with advisors to ensure their skills and knowledge are developed effectively
  • Ensure effective and consistent communication throughout the team, encourage feedback and insight in order to enhance the client experience
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
  • Build and maintain effective internal and external stakeholder relationships
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis
  • Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery
  • Review management information and make suggestions and recommendations for improvements across the Customer Service Centre
  • To keep an active learning environment within the CC, creating weekly, monthly training sessions to upskill new and existing members of the team
  • Systems - organise training & be a system super user to manage new and existing systems in place
  • Manage the daily running of the Customer Service Centre, including Duty Manager and referral responsibilities

Relationships

To develop good working relationships with all Customer Service Centre colleagues

  • To help lead, motivate and focus the advisors to achieve optimum performance
  • To maintain an honest and transparent relationship with management/ departments across the business when reviewing performance

Administrative

  • Manage sickness, holiday requests & cover
  • Run effective team meetings/huddles
  • Analysis reporting
  • Maintain audit & compliance

Person Specification:

  • Proven experience of managing advisors in a customer experience contact centre
  • Able to develop and nurture improved performance across the service
  • Have excellent communication, engagement and development of people skills
  • Exceptional attention to detail with a high degree of accuracy and the ability to deliver
  • Deep knowledge of the overarching principles of customer experience
  • Understands the application of best practice in customer satisfaction and growing customer loyalty
  • Ability to manage across a multi-channel pipeline to ensure objectives are achieved
  • Experience of working in a targeted environment
  • People focused, strong coaching and mentoring philosophy

Please note you will need to pass a DBS (criminal record) check to be considered for this role.