Contact Centre Team Manager

3 weeks ago


Chichester, United Kingdom Customer Management Resourcing Full time

**Resolution Team Manager**

**Chichester Based**

**Salary**:£33,985.79 annum plus an additional £2,891.20 location allowance. p.a. plus weekend and night shift allowances as applicable once fully trained - with night allowance (between 10pm to 6am) on top of £4.75 per hour.

40 hours per week on a flexible rolling shift rota covering 7 days per week. Shifts which cover 10pm - 6am, extra £4.75 per hour. Rotas are published a month in advance.

**As Resolution Team Manager you will**:

- Performance manage and coach to ensure Resolution staff are developed to their full potential.
- Carry out regular 1-2-1’s with your staff to support them to achieve individual and company targets.
- Use quantitative and qualitative measures to ensure a high level of service and quality is maintained.
- Conduct appraisals with your members of staff.
- Manage and maintain service level agreements, liaising with clients and customers.
- Manage complaints and escalations from team members
- Identify and work on opportunities to improve efficiency, service delivery and employee engagement
- Share "on call" rota with other Team Managers covering a 24/7 operation.
- Be proactive and self-motivated.
- Provide support to the Emergency Resolution Centre Manager.

**Development and Training of our staff is really important to us, however we will need the following core skills and experience to be able to fulfil the role**:

- Good standard of education to GCSE level or equivalent.
- Proven working with Microsoft Office Suite to intermediate level, and good level of computer literacy
- Experience of achieving KPIs through effective people management.
- Proven history of delivering excellent customer service and driving change
- Ability to act decisively and promptly.
- Understanding of the principles of Protection of Vulnerable groups.
- Working knowledge of call/emergency centre systems. (Desirable)

**An Enhanced DBS Check will be required.



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