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Team Manager

  • Location: York
  • Salary: c. £28,000 per year
  • Job Type:Permanent

Posted 4 days ago

  • Sector: Front-Line Talent
  • Contact: Mandy Bancroft
  • Expiry Date: 22 July 2022
  • Job Ref: MB/19209

Hours: 37.5 hours per week

Monday to Friday, Various Shifts between 8am - 8pm

Overall Purpose;

As a Contact Centre Team Manager, you will be part of a friendly, professional and multi-skilled team providing a professional service within our clients Member Service Contact Centre Team.

Specific responsibilities as a Team Manger will include, but will not be limited to:

• Direct, manage and have full accountability for a team of member services contact centre claims advisors, delivering an excellent experience for all enquiries, service queries and authorising claims.

• Develop and lead the team to achieve its KPI targets.

• Manage the team reinforcing a culture of continuous improvement and cost efficiencies.

• Ensure adherence to the Quality Assurance processes and highlight areas for continuous improvement.

• Exercise further discretion and authorise services outside set limits.

• Work collaboratively with colleagues across the business to share best practise

We’re keen to hear from candidates with the following skills and experience:

• Experience of managing a team in a customer service or claims contact centre

• Proven ability to manage within a pressured, performance focused and target orientated environment

• Proven ability of handling formal processes e.g., disciplinary, performance, managing attendance

• Excellent communication and interpersonal skills

• Effective organisational and leadership skills with a problem-solving ability

• Proven ability to handle complex queries and complaints in line with organisational procedures

Our client offers a range of benefits including;

• Competitive Salary

• Free Health membership and cashplan

• Limited free onsite parking

• Up to 35 days’ holiday including bank holiday and no current weekend working

• Pension with up to 10% employer contributions

• Excellent training and development opportunities

• Cycle to work scheme

• Employee engagement events

• Mental Health First Aiders

• Free onsite gym

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact marketing@merje.com.