Team Manager

Main Responsibilities

• Adhere to all quality management system processes and procedures ensuring all Team Manager responsibilities are delivered in line with agreed requirements
• Drive individual and team performance through analysis of communication statistics, service levels delivered and quality assessing individuals, in line with the quality control procedure
• Support Floor Manager and Contact Centre Manager to drive team productivity and operational productivity adherence to maximise service levels, minimise work queues and achieve SLA’s. 
• Provide support with client or company related project work, process or policy change liaising with all key stakeholders 
• Develop each individual member of team by conducting monthly LNA and coaching sessions, facilitating agreements of PDP’s, learning objectives, learning logs and what development support to be provided, including weekly 121 update meetings to assess progress of each individual 
• Deliver support and coaching to all team members including corrective actions for any non-conformance identified
• Deliver accurate and concise service communications, through various methods, to ensure all team members’ knowledge is up to date, relating to service delivery requirements, service enhancements and operational information
• Ensuring all service communications are compliant with the control of documents procedure
• Conduct interim and annual performance reviews with each team member based on the previous six months performance, development and behaviour
• Effectively manage stage 1 service complaints in line with the non-conformance and corrective action procedure
• Adhere to all internal and external audit procedures, HR policies and procedures when managing team members and when necessary follow due process 
• Where required, assist with recruitment events by facilitating workshops or conducting interviews with candidates
• Proactively feeding back any service improvements identified individually or raised by team members and ensuring to communicate with senior management team for consideration

The Ideal Candidate

To be a successful Team Manager you will have the following skills and experience:

• Word and Excel, PC skills;
• Coaching, communicating, developing and supporting individuals;
• 2 years previous management experience in a contact centre environment;
• Decision making as part of a wider team;
• Resilience in pressured circumstances;
• Commercial understanding & continuous improvement.

The benefits of working for such a large organisation are:

• Company pension scheme with employer contributions and Life Assurance
• Child Care vouchers
• Eye Care Vouchers - Free eye-tests/discounts for VDU users
• Discounts from major providers of services like: O2 Mobile phone packages, Dell laptops, Budget car hire, British Gas, Super Camps (Ofsted registered school holiday childcare)
• Corporate perks - discounts on high street shops and brands
• Hospital Saturday Fund (HSF) Health Plan
• Charity work - Match-it & payroll giving
• Long Service Awards
• Employee Care Scheme (Best Doctors and First Assist counselling service)
• G4S Excellence awards
• Talent Management
• Enhanced Maternity Leave

There are 2 positions available, 1 will be an early shift and 1 will be a late shift but flexibility is key. These shifts are between the hours of 8am and 8pm Monday to Friday and some Saturdays 9am to 4pm are also required. 

Please note that due to the confidential nature of the business you will be required to undergo a Disclosure and Credit Check.

You will also be required to provide a full 5 year work / education history and references will be taken up.

Please note that if you are successful with going forward to the next stage, the assessment day will be held on 9th August 2017 and interviews will be held week commencing 14th August 2017.