Purpose of Role
Our Customer Management Contact Centres are responsible for supporting our customers. There are a mixture of sales and service teams passionate about delivering excellent service to our customers. Managed over 3 UK locations, communication is critical and as a Team Manager you will take full responsibility for the performance of your team.

• To lead your team to provide 1st Contact Delight to all our customers external and internal
• To support and develop your team to ensure the customer is at the centre of everything we do

Key Responsibilities:

• To ensure that we maximise 1st Contact Delight through all customer contacts
• To provide a caring, efficient, knowledgeable and effective interface with all customers at all times
• To encourage your team to keep the customer at the heart of their actions and decisions
• To deal personally with customers when required to ensure full contact resolution
• To coach and develop every member of your team
• To remain positive when changes occur – engaging team to embrace changes
• To involve the team in identifying improvements for the customer
• To be completely up-to-date at all times with products, tariffs, procedures and services in order to offer the customer the best advice and support
• To use contact centre metrics to motivate and develop the team
• To have full understanding and knowledge of the relevant systems
• To make things easy for the team to understand – translating the vision into personal and team objectives
• To listen and question to ensure the correct message gets across and is understood
• To empathise with the team and customer considering how you would feel in there position
• To ensure understanding of the overall contact centre performance and the contribution of your team
• To prioritise your time to be available to your team
• To complete all activities in a timely accurate and efficient manner in accordance with procedures and work instructions

Compliance:

• You are required to ensure you are familiar with the regulatory requirements of the FSA as they apply to your role and to ensure that your conduct and that of your direct reports enables to meet its compliance obligations under them at all times
• You are also required to report any instances of non-compliance that you become aware of to your line manager.  If reporting such cases to your line manager would not be appropriate, you should use the whistle-blowing procedure on our intranet to ensure that the matter is reported to an appropriate person