Contact Centre Team Manager

20 hours 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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