Customer Service Team Manager

2 weeks ago

Croydon, Greater London, United Kingdom YourRecruit Group Full time
Do you have solid experience at
Team Manager level within a Contact Centre/Call Centre environment?

Are you looking for the opportunity to grow your expertise within a
global leading Insurance Provider?

Are you within commutable distance to
Croydon?

Salary - Offering a basic salary of
£ plus
£2,000 shift allowance and
£3,500 performance bonus =
£ per annum.

Hours -This position is based on a 35 hour week on shift basis; between Monday to Sunday, 7am to 10pm. Generally you will be working alternate weekends, with a requirement to cover holiday and absence as necessary.

Benefits include - Private medical cover, Life assurance, Pension, Childcare vouchers, discounted travel insurance and Eye Care vouchers and more

Location - Croydon

What is the objective of the Team Manager Role:

As a Customer Assistance Manager, you will be responsible for the day to day management of a team of Medical Assistance Advisors, providing 24/7 support to their client's customers requiring medical assistance around the world.


You will be providing day to day support to your team, including coaching, on the job training, workforce planning, one to one meetings and appraisals.

You will identify training requirements and, in co-operation with other relevant parts of the business,devise and implement strategies to address these needs.


Still keen - please read on.


As well as motivating and coaching your team to ensure that employee performance is managed in line with the business Strategy, you will be responsible ensuring regular two-way communication, develop a high-performance culture in order to get the best outof your team.


To succeed in this role, you will need:

  • Excellent communication skills which are essential when working in a shift environment
  • Complete PDP for your team, understand career ambitions and aspirations and assist with future development
  • Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
  • Ensure employee records are maintained and onetoone meetings are delivered on time
  • Deal with any employee relations issues which may arise
  • Ensure high profile cases are managed and the correct parties are kept informed.
  • Handle all regulated complaints within the FCA complaint guidelines
  • Experience of managing a team within a contact centre environment or similar
  • Customer focused, results orientated, and outcome driven
  • Ability to work effectively within a team environment where some reports are working remotely 24/
  • Excellent leadership qualities & ability to delegate effectively
  • Good standard of education
  • Strong knowledge of Microsoft office/inhouse bespoke systems
  • Flexible and adaptable and happy to work shifts


This is a hands-on position where no two days will be the same; you will be joining an experienced team which includes the Hub Manager, 3 Team Managers and a team of up to 18 Coordinators.


For your information:

*Interested? Please send your CV in as a Word format only

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