Overview
Responsible for managing a team of Customer Support agents to achieve great outcomes for our vulnerable customer base. Accountable for achieving set targets through coaching, feedback and regular 121s.
Main Duties and Responsibilities
* Monitor, manage and motivate a team of up to 12 direct reports
* Managing workloads and resource to ensure that SLAs area maintained and that good customer outcomes are achieved
* Ensure a proactive approach to managing our vulnerable customer base with good outcomes a priority in everything you do.
* Drive an ethos of continuous improvement with the team to ensure that call quality and efficiency targets are achieved
* Create and maintain a coaching culture where agent feedback is key and that all team members are accountable for their own and organisational objectives
* Communicating key changes to direct reports and peers through excellent verbal and written communication skills
* Ensuring team and departmental compliance with Customer Services policies and procedures
* Liaising with vendors and clients during external audits and visits
* Communicating and liaising with external agencies
* Maintaining registers relating to relevant Customer Services areas
* Taking ownership of escalated agent calls, providing first call resolution where available
* Analysing and interpreting performance and customer data
* Responsible for keeping Customer Services procedures up to date
* Conducting probationary reviews as requested
* Addressing and documenting conduct issues appropriately in line with PRA Group policies and procedures, liaising with line manager and HR as required
Relationship Management
* Respond to all managerial direction and requests in a positive manner
* Work proactively with Training and Call Quality to ensure best practice adhered to
* Be accessible and approachable to all internal and external customers
* Adapt communication style to suit audience
* Be able to build effective relationships and influence key managers/stakeholders across the business
* Liaise with Senior Managers and Team managers to achieve common business goals
Experience/Qualifications
* Minimum of one year managerial experience
* Experience of managing the daily running of a team within a fast paced environment.
* The ability to review the performance of employees, identifying training needs and making recommendations for improvement and providing appropriate coaching/training on a daily basis.
* Strong leadership and management skills which will improve team performance
* The ability to manage internal/external relationships effectively, and influence key managers/stakeholders across the organisation.
Leadership and Engagement
* Manage and supervise the Customer Support team
* Monitor, manage, develop and motivate the team, using performance management framework where necessary
* Attract, retain and develop the most talented and diverse Customer Support team
* Ensure robust metrics in place for successfully managing performance of staff
* Complete regular 1-2-1’s with direct reports
* Create an engaged and motivated workforce, using the annual staff engagement survey as a metric to determine progress and success
* Build trust and respect across the organisation, harnessing the skills of everyone to work together to deliver long-term value to the business.
* Lead team to achieve organisational goals
* Provide leadership, direction and management of the Customer Support team
Compliance Responsibilities
* All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:
* Taking accountability for their own actions, decisions, and professional conduct.
* Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
* Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
* Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
* Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
* Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
* Co-operating fully with internal reviews, audits, or regulatory investigations if required.
* All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
#J-18808-Ljbffr