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Management Responsibility for: 18 Specialist
Travel Required: N/A
Reports to: ACCM
Location: Glasgow Cuprum (Office Based)
Contract Type: Permanent
Grade: TL (Grade TBC)
The Role:
You will be responsible for leading, coaching, developing, and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance with all business and client rules and procedures. The successful candidate will be naturally results-oriented with exceptional problem-solving skills.
You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximize their full potential.
Role overview
* Managing a team of Customer Service Specialists, ensuring a positive, productive, and engaging team culture through your ability to lead, inspire, motivate, coach, and manage your people to deliver exceptional quality levels while meeting all operational and business targets.
* Creating a customer-centric culture, ensuring all team activities are focused on effective delivery to the end customer and high customer satisfaction levels.
* Coaching and supporting team members through regular 1:1s and reviews to help them realize their potential and consistently achieve their performance, quality, and customer outcomes.
* Maintaining effective control of all aspects of people management processes including absence management, 121s, disciplinary, capability & grievance procedures, employee relations, performance management, and other employment-related issues, ensuring they are managed in line with policy frameworks.
* Becoming a knowledge expert regarding the client’s products and services; full training will be provided.
* Proactively participating in and driving engagement initiatives within the wider TP team.
* Creating a highly engaging, inclusive, positive, and fun work environment for your team.
The Ideal Candidate
* Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual levels.
* Demonstrable experience managing multiple workflows to targeted KPIs and quality standards.
* Confidence in various people management processes, such as absence management, 121s, performance management, and other employment-related tasks.
* A passion for teamwork, with strong communication and interpersonal skills to engage and motivate your team.
* Experience working in a high-volume, fast-paced environment, with proven ability to multitask conflicting priorities through good time management, decision-making, and organizational skills.
* Customer service focus and ability to manage stakeholder relationships.
* Ability to consider risk implications in decision-making, understanding business activities, opportunities, and threats.
* Excellent written and verbal communication skills with attention to detail, spelling, and accuracy.
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