Telephony Team Leader

7 months ago

Manchester, United Kingdom BES Group Full time

**The BES Group are the leading end to end solution provider in the Testing, Inspection, Certification and Compliance sector. Our team of experts (hand-picked by our Careers Team) cover an extensive range of engineering services.**

We’ve gone from strength to strength over recent years, welcoming the very best risk management businesses to our Group. As a result, we’ve grown both our team of experts and our suite of solutions in line with our customer’s needs. We’re private equity backed, which means we have the flexibility and support to move quickly and grow faster than any other company in our industry. We’re innovative and forward thinking and have the awards to prove it, but most of all we’re focused on helping make sure our customers leave nothing to chance.

Our head office is based in central Manchester and is the home to many of our central functions. To support our continued ambitious growth plans, we are delighted to be recruiting for a Telephony Team Leader to support our Planning Advisors on the Telephony team on an initial 6 month fixed term contract.

**What will I be doing?**

As our Telephony Team Leader you will be responsible for the leadership of the telephony planning team part of our wider Planning and Optimisation team, our Engineers and Customers will count on you to plan and book their engineering inspections.

Some of your responsibilities will include:

- Lead, train and develop team members, providing ongoing coaching and support to enhance their skills and performance
- Monitor and analyse performance metrics, and customer feedback to identify areas for improvement and implement corrective actions
- Ensure that client complaints are managed and resolved effectively, and measures are put in place to prevent future issues
- Strong analytical and problem-solving abilities, with the capability to analyse data, identify trends, and develop actionable insights
- Ability to work in fast-paced environment, multitasking and managing priorities effectively
- Working with the team, and the business to ensure all local and wider targets are met and exceeded
- Demonstrate commitment to delivering excellent customer service
- Proven experience in a similar role
- First-Class leadership and people management skills, with the ability to motivate and inspire the team, taking them on the journey
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with key stakeholders
- Reviewing the teams processes and procedures to ensure efficiency and adherence
- Build positive working relationships with customer, sales, surveyor, transition and planning teams to support them in their role, providing guidance on customer needs and requirements
- Work with the planning teams and the wider teams to identify and deliver efficiency savings to improve capacity and customer service

**What makes BES Group a great place to work?**

We genuinely care. It’s basic, human instinct that runs through every person that works at British Engineering Services Group. Knowing we always do the best job we can with absolutely no compromise means everything.

If you work for us, you will get the below and, so much more:

- A competitive salary (from £30,000 depending on experience)
- Up to 10% pension
- 25 days annual leave
- Amazing offices in Manchester city centre
- Discretionary annual company bonus and yearly salary review
- A shiny new Surface Pro
- Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
- Option to buy extra holidays for special events
- The support of a superb employee assistance programme

**What experience do I need?**

Our teams consists of the best people, we should know, we trained them

You will:

- Have experience leading a multi skilled customer facing team (around 15 people)
- Be a passionate leader, with a natural flair for engaging, motivating and performance managing a high performing team
- Offer experience reviewing, updating and implementing new process’s
- Hold advanced numerical and data skills
- Offer advanced excel skills
- Offer strong organisational and analytical skills
- Be a highly effective verbal communication skills
- Be flexible, and able to visit other customer and business sites regularly
- Proven leadership and team management experience, with the ability to motivate and inspire a telephony team

We want to inspire everyone to see how important safety is and we expect the same from our people. And if you’re on the same page as us about that and you’ve got the right skills, experience and attitude, you’ll fit right in. Simple. We’re all about diversity and inclusion and that means we want our people to be themselves. We’re delighted to be an equal opportunities employer and that will never change

**BES Group, Your Trusted Advisor

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