Contact Centre Team Manager

Job Ref: 149267
Sector: Customer Service
Date Added: 02 October 2017

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ReAssure is responsible for administering a variety of policies such as Pension, Life and Health. They are at an exciting stage in their growth, offering rewarding career prospects for talented people. Tate are working in collaboration with ReAssure and are recruiting for an experienced Contact Centre Team Manager to work in their Telford office.
Summary:
You will be joining a company built on solid values who can offer career progression and the potential for you to contribute your skills and talents to a work culture shaped by mutual respect.
This is a permanent opportunity with an attractive package available.
The Role:
To lead a team of Team Leaders and responsible for the management, development and continuous improvement of a busy and productive contact centre. Working to support the company's TCF focus and culture, you will be driven to motivate your teams and encourage best practices with regards to process and procedure.
Your duties will include:
Ø Complete regular reviews with your team and ensure that personal development plans are updated and career progression plans are clear
Ø Coach and support the team with regards to delivering outstanding customer service at all times
Ø Lead and motivate the team by displaying role model behaviours and the ReAssure values
Ø Allocate resources appropriately to ensure that customer demands are met at all times
Ø Contribute and implement business change ideas or projects
Ø Encourage two-way communication throughout the department
Ø Take ownership of informing key business changes to the team
Ø Monitor and implement processes to ensure the team are monitored in the delivery of service to all customers
Ø Prepare and deliver detailed MI to the management team on a monthly and quarterly basis
Ø Agree, set and monitor objectives for all team and customer activities that are consistent with team and departmental objectives
Ø Ensure that all activities are conducted in line with legislative and industry guidelines
Skills and Experience:
We are looking for people with a positive outlook, who can adapt to change whilst maintaining honesty and integrity.
If you have worked within a regulated environment previously, this will be an advantage as ReAssure takes the data protection of their customers seriously.
You must be able to demonstrate:
Ø A proven background within a contact centre in a managerial capacity
Ø Confident IT skills coupled with excellent problem solving skills
Ø Ability to analyse and manipulate comprehensive data
Ø A coaching and supportive management style
Ø A high level of accuracy and attention to detail

Tate is acting as an Employment Agency in relation to this vacancy.