Contact Centre Team Manager

4 weeks ago

Sheffield, United Kingdom Aon Full time

**Contact Centre Team Manager**

Do you believe colleague engagement and development improves productivity in the workplace? Do you prioritise customer satisfaction to achieve service level agreements?

Our Sheffield based contact centre, open Monday to Friday with no evenings, also offers hybrid working from home

**Aon is in the business of better decisions**

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

**What the day will look like**

You will manage the day-to-day service delivery for our multiple client base, while motivating and encouraging team members to understand and meet the business and client’s requirements, linking manager, colleague, and team goals to the company strategy.
- Owns and drives performance management activities within the team by setting goals and holding them accountable on delivery to required standards.
- Holds monthly 121s with colleagues to review performance, discuss issues, manage expectations, and provide constructive feedback.
- Develops and manages resources across teams by creating resource plans, ensuring headcount matches plans throughout the year and develops plans for future business need.
- Manages the recruitment process for the team, ensuring colleagues with the relevant skills are recruited to the team
- Organizes and monitors current projects so that team meet their targets and follow the agreed processes.
- Analyses data on the output of work across the team and identify issues or trends connected to errors, time-consuming tasks, under or over capacity.
- Accountable for overall quality control, management of risks and escalations, audit and governance across the team.
- Communicates effectively in both written and verbal forms. Owns company messages and adapts style to ensure key messages are delivered and understood by colleagues.
- Responsible for pro-actively managing relationships between teams and Key Stakeholders: these can include Clients, Client Managers, other Aon Teams, and 3rd party providers.
- Owns and drives recognition practices across the team, responsible for recognising colleagues

**How this opportunity is different**

Every day, our colleagues make a difference to people’s lives, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heartof our identity, and it lives in everything we do.

As part of our diverse and established team, you’ll bring valuable skills and expertise to Aon, including previous experience in a people management role, and a positive can-do attitude to engage and manage your team. At Aon, you will be able to enhanceyour current skills, while continuing to learn new ones as full training & support is provided. Knowledge of pensions is an advantage, but not essential to be successful.

Having the opportunity to work virtually and in an office environment, ensures you are supported during your Aon induction through direct interaction with colleagues, trainers, and your manager, while still having the flexibility of agile working if required.Recognising the value to colleague engagement of being able to work side-by-side with other colleagues, and the stability towards client service through sharing knowledge and best practice, Aon has maintained its office base in Sheffield to ensure you arenot isolated, and benefit from the supporting network that is Aon United. We work smartly in a hybrid environment, requiring you to be in the office at least 2 - 3 days per week to support your on-going development and training

Aon offers an environment where individuals can grow and develop in a rewarding role. We are confident that you will feel just as passionate as we do in empowering results for our customers and your career.

You will have responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) thatmay adversely affect the business, interests, or reputation of any Group Company.

**Skills and experience that will lead to success**
- An ability to manage a high call volume contact centre, meeting client SLAs and customer service standards
- Effective problem solving and analytical skills to anticipate future needs/issues, including leading on identifying solutions and making recommendations
- An ability to effectively plan, prioritize and execute tasks in a high pressure environment. Including, the ability to adapt to shifting priorities, demands and timelines using analytical and problem solving capabilities.
- A strong communicator, confident to express your own views and demonstrate strong interpersonal skills that build long term relationships and trust for good people management
- An ability to positively influence the behaviours and decisions of others.

**How we support our colleagues**

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleaguesenjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call thisSmart Working

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

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