Team Manager

3 weeks ago

Birmingham, United Kingdom National Express Full time

**Join us on the Journey...** We have an exciting opportunity for a **Team Manager (12 months fixed term)** to join our **Contact Centre based in Birmingham**. In this role, you will develop high performing, top quality teams that will breed positive behaviours with a strong customer focus. You will be responsible for the productivity, personal development and managementof staff and activities within your team to exceed customer expectations and maximise sales in line with business
objectives.

This role requires shift work over 7 days per week, potentially between the hours of 08.00am and 22.00pm

**What you'll do...**
- Develop personal development programmes for each team member that will enable them to progress through the agreed bonus structure.
- Ensure the highest level of productivity is achieved within team by continually monitoring customer demand against the resources available thus increasing sales and service levels.
- Evaluate processes, procedures and operational efficiency on an on-going basis to improve levels of service and profitability. Ensure your team is up to date with new systems, products and procedures.
- Respond to high-level, escalated contacts and incidents in a timely and professional manner to retain loyalty.
- Ensure resources are managed dynamically to optimise quality, service and productivity
- Monitor compensation payments for individuals within team to ensure they are awarding and re-charging accurately
- Oversee the provision of a consistently high standard of service within team to meet agreed quality standards and win customer recognition, loyalty and recovery
- Support with recruitment, training and development of the team.
- Continually monitor and control all team performance providing clear direction, guidance and support.
- Take responsibility for identification of the root cause of complaints and endeavour to fix the problem at the first opportunity.
- Ensure all reports, statistical and administration requests are met in a timely, relevant and accurate manner

**What you'll need...**
- Strong leadership and interpersonal skills with the ability to communicate effectively at all levels.
- Proven experience of managing a team, ideally in a call centre environment.
- High level of analytical and keyboard skills.
- A Level standard or equivalent.
- Shift work over 7 days per week, potentially between the hours of 08.00am and 22.00pm

**We offer a wide range of benefits such as...**
- £28,130 per annum
- A free National Express West Midlands bus pass for you
- Free nationwide National Express coach travel for you and your partner
- Company pension
- Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
- Access to our award winning Health Bus; providing free and accessible health checks
- Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
- An opportunity to take part in our Cycle to work scheme

**Things to note...** At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

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