Team Manager

Team Manager

Due to expansion we are looking to grow our successful management team on the Middle Floor. This is a great opportunity to join us as a Team Manager working at our Church Street Office You will be supporting the team and working closely with our clients to ensure that their needs are met and the team is motivated to perform at their best.

THE ROLE

• Motivate the Team by delivering daily briefs and giving encouragement
• Reporting and providing feedback to the Operations Manager
• Managing Client expectations and reporting to them on a daily basis
• Performance Management of Agents (coaching feedback GROW Plans)
• Managing agents conduct through RODs & Disciplinary Meetings
• Completing Return-To-Work Interviews and managing staff absence
• Providing on-going training & coaching for the team
• Other reasonable ad-hoc duties
• Resolving customer escalations through manager call backs
• Agent Support: Provide guidance and assistance to agents handling complex or escalated tickets ensuring they have the necessary information and tools to resolve customer issues

ESSENTIAL SKILLS

• You must be hard working self-motivated and dedicated
• You must be able to demonstrate excellent communication skills (verbal and written)
• You must have great IT skills as within this role you will be supporting staff using multiple systems.
• Excellent spelling and grammar
• Have great analytical skills and attention to detail
• Have the ability to motivate a Team to achieve all relevant KPIs

HOURS / CONTRACT

• Full-time 40 hours a week
• You would be required to be fully flexible betweenMonday - Sunday 8am-8pm - (40 hours per week)

However you must be prepared to provide24/7 flexibilityshould major incidents such as severe weather natural disasters or widespread power outages require additional support.

• This is an office based role so you must be based within a reasonable commuting distance (45 minutes travel time) of our Church Street Office.
• Contract Secondment Position

PAY

• This role starts at 13.22 per hour plus pay progression