What's in it for you? 33 days holidays including bank holidays Employee benefits platform - access to 100s of high street discounts and more - holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more Colleague Discount Career progression Long service awards Enhanced Maternity, Paternity and Adoption Leave Access to our dedicated Employee Assistance Programme - to give you free access to advice and information on a range of topics Medicash - low cost health plans Virtual GP - Access to a GP service 24/7 Salary finance scheme Pension Scheme Death in Service Life assurance Cycle to Work scheme Refer a friend scheme We're looking for a Team Manager to join our Customer Experience Team. As a ScS Team Manager, you are responsible for managing and leading a team of Customer Service Advisors who are multi-skilled in a number of customer service processes. Set targets, manage performance and assist with any issues our colleagues may have. What does the role involve? Direct line management of up to 12 Customer Service Advisors Measure, analyse and report on team performance Carry out high quality, regular performance reviews and provide people-centred support to ensure the team are able to develop and grow Coach and develop the team to enable high performance in both qualitative and quantitative KPI's which will lead to a consistently exceptional customer experience Identify process improvement opportunities and act upon them quickly with the support of the wider Customer Experience leadership team Take a proactive approach to becoming an 'expert' in all customer experience functions, systems and processes Manage performance or behavioural issues that may arise quickly and proactively Take a proactive role in managing compliance and risk, ensuring our team remain compliant with relevant regulation (data protection, PCI etc) Participate in recruitment activity and identify the right talent for customer experience Seek Advisor feedback on all aspects of work and look for opportunities to use that feedback to drive improved employee experiences Demonstrate a high level of professionalism and positivity while ensuring your own team, and other teams, understand the purpose of CX and the value they bring Keep on top of process changes and ensure your team fully understand and embrace changes as it happens Work collaboratively with the other Team Managers in the department to ensure they are available to support colleagues Undertake, as required, other duties in keeping with the general nature of the position Live and breathe the ScS RIGHT Values and Behaviours Who are we looking for? Ability to lead, manage, coach and provide direction to the team Experience in analysing data and being able to turn analysis into short term tactical performance improvement initiatives Excellent relationship building skills with ability to give feedback, motivate and inspire Strong communication skills both written and verbal Excellent organisational skills and the ability to delegate and prioritise effectively Flexible Ability to create a positive, high performing team culture and environment Excellent attention to detail Approachable with a high level of emotional intelligence Hours and shift pattern: We work hand in hand with our retail stores, so our operating hours often reflect their opening times. However we are happy to discuss shifts patterns which suit your needs as well as our customers.