Team Manager

3 days ago

Birmingham, United Kingdom Sigma Connected Full time

**Team Manager - Complaints Team**
We have a fantastic opportunity to join Middle Office Complaints as a Team Manager to support the team to improve and maintain their performance for customer complaints within ScottishPower.
**About you**:
You will be a natural people leader with experience of leading a team, have a passion for complaint resolution and gaining job satisfaction. You will be passionate about delivering valuable coaching, be open to feedback and support for your personal development.You will be able to work as part of a team to support the agents and your fellow TM’s to meet the client expectations and targets. You will need to be proactive to learn systems and processes and will be exposed to the client for support around process andresolution.
**What will you bring to the role?**:

- You’ll love working with people, interacting with people and being challenged by people
- You’ll love the challenge of developing and nurturing people, whether that be a star or under performer
- You’ll be organised and disciplined, able to manage your own time and workload
- You’ll enjoy the challenge of working to targets and managing people to help them achieve their targets
- You’ll use great communication skills to get the best from a situation and the best from your team
- You’ll love learning, and take every opportunity to have feedback and use it to improve
- You’ll be comfortable using a PC and speaking over the phone

**Your experience should include**:

- Experience of working in a Contact Centre
- 1 yr+ experience of leading a team of Complaints Handlers, ideally with Energy experience
- Conducted 121 feedback sessions
- An exemplary attendance record and able to lead by example to your team.
- Coaching and supporting individuals
- Displayed affective communication
- Ability to follow and implement policies and procedures inclusive of HR
- A passion to deliver excellent customer service and the people skills to manage your agents to deliver this.
- Lead by example to promote Sigma’s culture

**What you may have done before**:

- Worked in regulated environment
- Lead a team of 10 or more FTE
- History of following client processes from end to end
- Managed with quality and productive KPI’s

**What we offer**:

- Competitive salary and bonus scheme
- 22 days holiday
- Pension scheme
- Peer recognition and awards scheme
- Kitchen facilities with coffee and vending machines
- The opportunity to be involved in a variety of charitable/volunteer work
- City centre office location, less than 5 minutes’ walk from the main shopping area of Birmingham
- You’ll be part of a diverse, engaging and fun workforce, where your successes will be celebrated and you’ll have support when things don’t go to plan.

**About Sigma, part of the Digicall Group**
Our business revolves around Business Process Outsourcing - we help run business’s more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-madebespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.
**Mission Statement**:
Our new mission is To improve everything Always We’ll do this by living our values
**Core Values**:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviours and what our brand stands for.
Always Learning - because the more we learn the more we achieve
Always Adapting - because flexibility creates opportunity
Always Together - because we are part of our community, not apart from our community
Always Better - because we do more
**Location**: Work from home
- Nationwide
**Job type**: Full time, Permanent
**Hours**: 40 hours
**Salary**: Competitive
You may have experience of the following: Customer Relations Advisor, Customer Service Advisor, Customer Service Representative, Contact Centre Advisor, Contact Centre Operative, Call Centre Advisor, Call Centre Operative, Complaints Handler, etc.
Ref: 132 124

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