This is an exciting time to join a busy department and make a difference. The role will be working in a busy blended environment, managing a team of high‑performing Customer Service Advisors. This role will be responsible for driving operational performance within a team and supporting our people to take ownership of customer issues, driving first‑time resolution.
What you will be doing as the CSA Team Manager
* Vacancy 1 – 36 hours a week, shift pattern varies month to month between 8 am – 8 pm and 1 in every 4 Saturdays.
* Vacancy 2 – 36 hours a week, shift pattern of Monday, Thursday, Friday, Saturday 8:30 am – 6 pm.
* Vacancy 3 – 36 hours a week, shift pattern of Monday to Friday 11 am – 7 pm and midday – 8 pm, varying week to week between the two.
People Leadership / Performance Management
* You will set high standards and carry out quality monitoring to ensure we are getting it right the first time for our customers.
* Through regular 1‑2‑1s, planned and “in the moment” coaching sessions, you will use performance data to lead an improvement in your team’s performance and the experience of our customers.
Summary of responsibilities as a CSA Team Manager
Deliver Customer Outcomes
* You will share and weave your contagious passion into everything so that our customers are truly at the heart of what we do.
* You will also lead by example and manage escalated and sensitive customer complaints.
Engagement
* It can be a challenging environment that requires constant prioritisation and balancing of service levels.
* You will need to keep your team engaged and motivated to get it right for our customers.
* You will be a strong influencer and able to communicate at all levels.
Leading change
* As we evolve our service and continuously improve what we do, you will lead and embed these changes positively with your team so they become a reality.
Base location and hours
Based in Kembry Park, Swindon, SN2 8BN.
You will be working 36 hours per week between the hours of 08:00 am and 08:00 pm, Monday‑Friday. You will also be required to work Saturdays; for this, you will be given time off during the week.
What you bring to the role
* Passionate about getting it right the first time for customers.
* Must be a motivated person with a positive approach.
* Demonstrable, strong leadership skills with experience in leading a high‑performing team.
* Be able to coach and manage the performance of your team to get the best for customers.
* Inspire and motivate your team.
* Have a high level of resilience and be tenacious – ready for your next challenge.
* Enjoys change and leads a team in a changing environment.
What’s in it for you?
* Competitive salary
* Annual Leave – 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
* Generous Pension Scheme through AON.
* Performance‑related pay plan directly linked to company performance measures and targets.
* Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.
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