Salary: £25,290.32 + Annual nightshift allowance of £2,653.08 = ££27,943.40 pa
Shifts: Four nights on, four nights off – 22:00 – 08:30
Hours: 35 hours per week
Location: Sutton Coldfield
Start Dates: 26th April 2021
Training: 4 – 5 weeks and will take place through the day time and early evenings
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