Do you have experience managing teams within a call centre environment? Do you have an interest in helping customers satisfy outstanding debt? If so, then this is the job you've been looking for!
Our client are a leading debt resolution business with a head office based in the beautiful in Shottery, Stratford-upon-Avon. They are looking for a strong team manager to help guide their existing customer resolution team.
Benefits
Monday to Friday working – 40 hours per week
No late nights or weekends.
28 days holiday (including Bank holidays).
Additional 1 days’ annual leave for each year worked.
Christmas ‘shut down’ – usually from 24th December – 2nd January.
Work from home 1 day per week (after probation).
A ‘Love to Shop’ voucher on your Birthday every year.
Free on-site parking / fully paid nearby parking when office based.
All IT equipment provided and the tools to do the job.
Regular training, coaching and career development planning.
Private pension contributions.
Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
Annual salary review.
Annual profit-related bonus scheme.
You will be leading a small team of 6-8 people who are helping customers resolve their debt over the phone. Building relationships with these customers and helping them to set up payments. They will be negotiating customers and handling them with care and empathy. Your job will be to support this team and lead by example and manage your own caseload of customers too.
Responsibilities
Co-ordinate and monitor work completion of all team members to ensure all work is carried out in conjunction with department and client requirements.
Lead the team from the front and contribute to ensure all client and internal SLAs/deadlines/targets are achieved.
Effectively motivate and coach team members in order to maximise performance, ensuring that all staff work to their optimal capability, including holding regular meetings and one2one’s.
Manage and monitor call volumes being received and made across the team including the requirement to handle the expected volumes
Complete regular call audits on all team members and attend call calibration sessions with their Compliance team and/or Client(s).
Improve team performance through setting specific individual and team targets, highlighting any issues for discussion with the Senior Operations Manager.
Perform quality checks on work output to ensure that work is of an acceptable standard and completed in line with company processes and policies, for example call listening. Always ensuring relevant feedback and follow up is completed in a timely manner.
Lead by example by showing both work standards and behaviours are of a high standard.
Pro-actively look to improve processes or a ‘Customer journey’ through root cause analysis in any problem solving.
Provide first line management to Team members, which will include holiday management, sickness management and being the initial escalation point for any issues and disciplinary matters.
Ensure any staff absence is covered so priority tasks are completed correctly.
Providing support to the department management as and when required.
Pro-actively look towards continual improvement or build a process when required.
Be a key contact for certain clients on a regular basis.
Attend, and have input in to meetings as required
To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.
To co-operate in the operation of the company’s health, safety and environmental management systems.
Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities to preserve data securely.
To comply with all legal, regulatory and statutory requirements.
To ensure the fair treatment of customers is central to all behaviour and activity.
This role will start mid-January and you will need to complete a CCJ check and a DBS