Hours: Shift pattern covering operating hours:
* Monday to Friday: 8:00 AM – 8:00 PM
* Saturday: 9:00 AM – 5:00 PM
About the Role
We are looking for an experienced and motivated Team Manager to lead and develop a team of Claimant Advisers within our Contact Centre. This is a hybrid role requiring strong leadership, performance management, and a passion for delivering exceptional service.
Key Responsibilities
* Manage and develop a team of Claimant Advisers through monthly 1-2-1s, annual appraisals, and personal development plans.
* Monitor team performance daily, weekly, and monthly, ensuring Target Performance Levels are consistently achieved.
* Collate and generate Management Information (MI) to share team results across the business.
* Oversee inbound telephony and resource allocation to maintain service levels.
* Conduct workload reviews and produce weekly performance forecasts.
* Perform assurance and quality checks to maintain compliance and identify best practices.
* Address issues related to timekeeping, conduct, and performance promptly, liaising with the People Team where necessary.
* Ensure adherence to policies and processes, including Quality Assurance, Compliance, and Data Protection.
* Monitor and manage the enquiries mailbox for timely, high-quality responses.
* Champion process improvements and continuous improvement initiatives.
* Promote best practice sharing within the team to build a high-performing culture.
* Participate in Contact Centre management meetings and communications.
* Deputise for the Enquiry Service Manager and provide leadership cover across other claimant support teams when required.
* Provide administrative support as directed by the Enquiry Service Manager.
What We’re Looking For
* Proven experience in team leadership and performance management.
* Strong organisational and communication skills.
* Ability to analyse data and produce actionable insights.
* Knowledge of compliance and quality assurance processes.
* Proactive approach to problem-solving and process improvement.
Interested? Apply today
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