Team Manager

Team Manager

Ref: 94| Posted: 29th Aug 2019



40 Hours a week over Mon to Fri 08.00 – 08.00 and weekend rota 08.30 – 14.00                         

The role:

We are recruiting for a new Team Manager within the Baxi Customer Support contact centre. As Team Manager you will be responsible for driving the performance of key business metrics, our customers deserve premier service and you will be accountable for a team of Customer Support and Sales Advisors who will deliver this. You will need to demonstrate effective coordination and provide clear leadership to the team to deliver brilliant customer experience; where value to the customer is evident; as measured through the organisation’s key performance indicators.

Key tasks & Responsibilities:

  • Directing and delivering team efficiency and qualitative performance targets
  • Coordinating workloads, ensuring maximum productivity, measured through availability metric
  • Motivating, Coaching and Developing team, encouraging a performance-orientated culture
  • Communicating and engaging team, maximising their performance
  • Supporting the Head of Customer Service on business targets, objectives and project activity
  • Demonstrating appropriate service recovery behaviours; (i.e. liaison with other departments)
  • Developing solutions based on logical reasoning, past precedents and achieving the best
  • Handling all performance, time and attendance and sales and quality requirements
  • Promoting and being compliant to all Health and Safety requirements

Knowledge & Experience:

  • Validated experience of leading and managing a team
  • Significant experience working in a Customer-focused, target driven environment
  • Strong communication skills and sound decision-making skills
  • Determination to succeed and strong Time Management
  • Assertiveness, Action Planning and forward thinking
  • Desire to be part of a team delivering extraordinary customer service
  • Ability to constantly adapt to process changes whilst accurately producing work

Other key aspects to this role will see you leading & developing your team, conducting skill gap analysis via weekly Key Performance Indicators, and Agent Dashboards ultimately developing Personal Development Plans. You will be results driven, with excellent ability in setting and communicating clear and stretching Quality and Sales targets to all team members.

If you think you have what it takes, then we would love to hear from you!