Retail Hub Support Manager

5 days ago


Welwyn Garden City, Hertfordshire, United Kingdom PayPoint Group Full time

**Job Title:** Retail Hub Support Manager

We are seeking a skilled Retail Hub Support Manager to join our team at PayPoint Group. As a key member of our Retail Service Hub, you will be responsible for delivering exceptional customer service and supporting a team of customer-facing advisors.

**Key Responsibilities**

  • Develop and implement effective people systems and processes to deliver excellent customer service.
  • Lead and motivate a team of customer-facing advisors to achieve business goals and objectives.
  • Set challenging but achievable KPIs and monitor performance to ensure continuous improvement.
  • Coach and develop team members through feedback and regular one-to-one meetings.
  • Manage the welfare of team members, including sickness, holidays, and absence.
  • Provide second-line support for customer complaints and escalations.

**Requirements**

  • Proven experience in a management or leadership role, preferably in a customer-facing environment.
  • Strong analytical and problem-solving skills, with the ability to identify trends and areas for improvement.
  • Excellent communication and interpersonal skills, with the ability to influence and motivate others.
  • Competent user of Microsoft Excel and other modern office systems.
  • Resilient under pressure and adaptable to change.

**Working Arrangements**

  • Monday to Friday, 09:00 to 17:00, with an unpaid lunch break and two paid breaks per day.
  • On-call rota for out-of-hours work, with a minimum of two days working from the office and up to three days working from home.

**Salary:** £48,000 - £58,000 per annum, depending on experience. This is a competitive salary based on industry standards and takes into account the level of responsibility and expertise required for this role.



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