Telephone Advice Line Team Manager

2 weeks ago


Croydon, United Kingdom Markel Full time

**Telephone Advice Line Team Manager**

**Croydon**

**£ Competitive + Bonus & Benefits**

**Do you experience leading telephony teams?**

**Lead, run and develop our First Contact telephone advice team here at Markel.**

We have an exciting opportunity for a**Telephone Advice Line Team Manager** to join the Markel team based here in Croydon. The First Contact team are responsible for dealing with all incoming calls for our legal and tax advice lines. The FirstContact team deal with approximately 130,000 reception calls across the team each year. The Team Manager role is responsible for leading, motivating and developing the First Contact team of 10 people, to ensure the effective and efficient running of the contactcentre alongside providing an outstanding customer service to our client base.This role will be hybrid working - 2 days in the office and 3 working from home.

**If you’re looking for a career move then this may be the role for you**

**What you’ll be doing**:

- Leadership of the First Contact telephony team, including regular one to ones, coaching and development
- Management of rota’s to ensure adequate cover is maintained at all times
- Establish, review and consistently maintain SMART targets for First Contact team and analyse data in order to successfully achieve KPI’s, manage priorities and maintain service excellence
- Quality assurance through call listening, coaching and feedback
- Handle new scheme set ups including setting up of new telephone lines (in conjunction with central IT team) and associated customer journey alongside providing system access
- Be responsible for lapsed schemes and associated system access
- Responsible for raised queries and questions from colleagues about scheme access
- Identify gaps in communication channels and consistently provide recommendations for improvement

**What we’re looking for**:

- Previous experience of leading a telephony team within a contact centre environment or similar
- Experience of coaching/development of contact centre agents
- Experience of producing staffing rota’s
- Exposure and knowledge of telephony quality audits and feedback
- Excellent interpersonal skills
- Customer focussed and results orientated
- Ability to work to deadlines and deal with conflicting priorities

**About Markel**:
Markel Corporation (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

In each of our businesses, we seek to deliver innovative products and adaptable customer service so that we can be a market leader. Our time horizon is long-term, our approach is disciplined, and our focus is on continuously improving the quality of thecustomer experience.

**What’s in it for you?**
- A very competitive basic salary plus bonus & benefits.
- 25 days’ holiday plus Bank Holidays, with the opportunity to buy / sell extra leave.
- Company matched pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, a cycle2work scheme, season ticket loan, Employee Assistance Programme (EAP), adoption and shared parental leave pay..and plentymore.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
- The possibility of working from both the office and from home, flexible working or other options are available.
- You’ll get the chance to follow your chosen career path anywhere within Markel.
- You’ll be joining a global network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do justthat.

**What we hope you’ll do next**:
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic.



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