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Job Description

Reports to: Senior Customer Experience Manager

You’ll come from a customer service background and have experience of being a people manager.

You’re a passionate and energetic people manager, you love spending your days keeping your staff motivated and engaged. Delivering amazing customer service which sets us out against the rest will be your focus and you’ll love giving internal and external customers a first class experience through your team.

Main Duties

  • Leading a team of At Your Service Advisors in order to ensure they provide a high quality of customer service
  • Coach, motivate and drive performance of a team of contact centre advisors
  • Managing the performance of team members by agreeing individual objectives, monitoring performance and conducting regular 1-2-1 performance reviews
  • Supporting the development of staff by effectively coaching them, providing feedback and identifying training needs
  • Maximise individual advisor and team engagement through the use of appropriate and innovative motivational techniques
  • Identifying opportunities for improvement in the processes or systems within the department by evaluating the quality of work done
  • Advising staff on more complex operational issues and personally manage and make decisions where appropriate
  • Monitoring and managing staff absence in order to support the welfare of team members
  • Conducting regular team meetings ensuring communication is open helping to foster a good team spirit and to ensure departmental plans and aims are understood
  • Contributing to the development of department plans in support of ongoing improvements
  • Adapts own behaviour to changes in products, services and processes so as to ensure an excellent customer experience.

This list is not exhaustive. At Your Service Team Managers should always be prepared to answer calls, respond to emails or do whatever work is needed to ensure the smooth running of the contact centre and delivery of excellent customer service.

  • Location

      The job is located at the company’s Contact Centre operation in Peterborough.

  • About You
      • Experienced as a Team Manager (or equivalent) in a contact centre environment
      • An accomplished leader with a real passion for people, doing the best for their team and shows and earns respect by leading by example
      • Experience of leading and managing a team within a customer service environment, including: recruitment and selection, operational performance planning and control to quality standards; staff development and performance management
      • Strong leadership skills are essential; as is the capability to motivate, coach and train a team to achieve individual and team goals
      • Able to demonstrate achievement in managing and improving the attendance, attrition, motivation and engagement of a team
      • Analytical, methodical and able to demonstrate attention to detail.
      • Ability to work well under pressure, showing good time management skills and the ability to prioritise.
      • Excellent communication and interpersonal skills
      • Computer literacy and a working knowledge of contact centre systems and telephony, with the ability to use these tools effectively.
  • Performance Standards
      • The highest level of confidentiality is required at all times. Under no circumstances can any human resource or company information be discussed outside of the department
      • Be polite, courteous and professional when communicating with clients, potential customers and staff
      • Ensure that at every opportunity that the services of the company are being promoted and marketed in a courteous and professional manner
      • Make every effort to ensure that customer / staff needs and expectations are being met.
  • Equality and Diversity Information

      Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community.

      Addison Lee has been awarded the disability symbol, made up of two ticks, as we have made commitments to employ, keep and develop the abilities of disabled staff.

      Applications via email must state the word DISAB in the subject line if the candidate is disabled, in order that the CV is checked against minimum criteria


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