Customer Service Admin Team Manager
Leicester
Salary: £28,000
Are you a confident communicator? Do you have experience working in a contact centre, and leading teams of over 10 direct reports? Are you Leicester based, or within a commutable distance?
Within our Service Centre, there are multiple teams which deliver a wide range of services both internally and externally including outbound calls to third parties, inbound customer service calls, legal administration, and ID verification.
On this occasion we are looking for someone to lead our ID verification team. You will lead a team responsible for the ID verification of sensitive customer information required by the business to process legal property transactions
The Team Leader will manage the day to day running of a team of approximately 15 people. You will report to the Operations Manager and liaise with them daily on the relevant KPI’s for the specific area.
WHAT YOU’LL BE DOING AS A TEAM MANAGER IN OUR CUSTOMER SERVICE CENTRE
* Training & Development plans
* New starter inductions
* Training & Development plans
* Monitor volume of work and assigning resource accordingly
* Monitoring & reporting performance against KPI's & SLA's within the team
* 3 monthly review of average handling times to feed into the capacity plans for KPI's
* Policies & Procedures owned & reviewed
* Complaints reviewed, responded too and tracked
* Delivery and report on a quality monitoring framework
* Carry out quality monitoring
* Monthly 1-2-1 Reviews Team Members
* Absence Management – Monitoring & Reporting
* Behaviour or Performance Plans (BIP's & PIP process) - Identifying where required and implement and report on progress
* Ensure correct procedure for all risk based decisioning and escalations are followed
* Tracking volumes against forecast vs actuals
* Utilising MI reporting to effectively manage the performance of the team
* Stakeholder management internally & externally
* Identify and mitigate the operational risks within the team
OUR HIRING PROCESS:
1. You’ve checked out our job ad
1. It’s gathered your interest and you’ve applied using our easy application process
1. If selected, you come meet our lovely team and we discuss the finer details
1. In some cases, we might invite you for a second interview
1. If successful, we make the offer and get the ball rolling
1. Your friends come on over and you earn a sweet referral bonus – for each one!
REQUIREMENTS
* Experience of a high volume-based service delivery environment
* Delivery against performance targets and service levels
* Managing multiple team members at varying levels of skill
* Managing multiple work streams and priorities
* Experience of handling complaints and escalation
If this Customer Service Team Manager role in Leicester looks like something you'd be interested in, apply now for immediate consideration
BENEFITS
Competitive Salary, 25 Days Holiday (Plus 8 Days Public Holiday), Option To Buy Or Sell Holiday, Life Assurance, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals, Retail Discounts Plus Many More!
OUR PEOPLE
Simplify believes diversity brings benefits for our clients, our business and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.
ABOUT US
Simplify is the UK’s leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK, two leading independent property services businesses as well as being the market-leading direct to consumer online conveyancer.
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