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Leadership and Performance Manager

2 weeks ago

Norwich, United Kingdom Anglian Home Improvements Full time

Do you work in **Customer Services**or a**Contact Centre** and coach or mentor your team? We are looking for an **Interim Leadership and Performance Manager** who can coach and mentor our Team Managers.

Coaching and mentoringour Team Managers is critical to enable effective management of the Contact Centre resource through development, ensuring we future-proof of our business. You will be responsible for ensuring that through effective team management,our customers all receive a professional and consistently high-quality experience when making any sales enquiries with us.

**The Responsibilities**
- To actively engage with all team members to motivate and inspire delivery of a first-class service
- To effectively direct team managers to ensure we strive to discover better ways of working
- Document and monitor performance of direct reports through meaningful and effective 1-1s and performance management
- Have an excellent understanding of product offerings and be able to use and interpret data effectively to improve overall performance
- Manage allocation of resource efficiently and ensure maximum utilisation to maintain service standards including effective absence management with supporting documentation
- To be a credible and respected member of the Contact Centre Leadership Team

**Requirements**:

- Contact Centre strategy awareness and delivery skills
- Intermediate knowledge of Word and Excel functions
- Impact & Influencing at Team Manager level
- Skilled in mentoring & coaching a team with a customer centric focus
- Highly organised, with the ability to multi-task & prioritise workload
- Ability to work well under pressure
- Excellent communication skills, verbal & written

**Our Company**

We are a highly respected market leader with over 50 years’ experience in the home improvements industry.We actively promote diversity & inclusion,promoting equality and collaboration across our business. Our employees well-being is important to us atAnglian and we offer time off to volunteer, **31 days holiday increasing to 33 days after 2 years’ service**, your birthday off each year, discounted gym memberships, multi staff discounts and freebies via perkbox and 24hr remote access to a doctorin case you need it.


Anglian is committed to monitoring & aligning its Policies in accordance with up-to-date Government guidance on reducing the spread of respiratory infections, including Covid 19 in the workplace. Through Anglian’s value to “Succeed Together” we are committedto Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristic including (but not exhaustive) age, race, colour, gender, gender identity, sexual orientation, religion or disability - creating an inclusiveworking environment and culture for all our employees.