Contact Centre Team Manager

3 weeks ago

London, United Kingdom A2Dominion Group Full time

ContactCentre Team Manager
Location– Ealing
Permanent
FullTime – hours
Salary- Circa £45,672

A2Dominion is a housing provider operating across SouthernEngland. With a rich history spanning over 70 years, we are committed tocreating vibrant, sustainable communities that enhance the lives of ourresidents. At A2Dominion, we pride ourselves on our values of integrity,innovation, and inclusivity. With a dedicated team of professionals, weconsistently strive to exceed industry standards.

Aboutthe role
To lead on the delivery of departmental KPI’s through the effective managementof Contact Centre agents. To deliver a quality-focused frontline service acrossall A2Dominion tenures. To drive Contact Centre initiatives to improve customersatisfaction and reduce customer effort. To work collaboratively with otherbusiness areas and to support wider service improvement and to support inpromoting Customer Experience across the wider organisation.

Whatyou’ll get up to ….

Leadershipand Business Outcomes
• Achieve agreed departmental KPIs through effective leadership
• Through effective planning and use of business insights, identify andimplement solutions within the Contact Centre to improve customer experienceand reduce user effort, both internally and externally
• Identify and implement solutions within the Contact Centre that deliver valuefor money and drives quality-focused outcomes
• Handle escalated customer contact in line with business process
• Take ownership of Contact Centre complaints, ensuring appropriate responsesare provided within agreed business and HOS timeframes
• To lead the recruitment and selection process of Contact Centre agents
• Drive and deliver changes within the Contact Centre in line with both theTarget Operating Model and the current Contact and Customer ExperienceStrategies
• Support the Service Improvement Manager in wider changes which deliver animproved Customer Experience

PeopleManagement
• Be responsible for the operational management of a team of Contact CentreAgents; identifying performance and training gaps; managing Agents withinA2Dominion procedures to support the Contact Centre in providing excellentcustomer service
• Analyse agent performance against KPIs, provide support for Agents’individual needs; addressing concerns and development needs.
• Complete the prescribed number of contact quality assessments. Throughquality assessment ensure contact standards are met and documented coachingprovided where standards are not achieved
• Provide ongoing effective coaching and real-time support for Agents inhandling customer contact with effective and professional communication.
• Maximise Team performance and motivation; creating a high energy environmentto drive optimum results.
• Work with Performance and Planning Team to establish dashboards and reportsto track and measure agent performance
• Use business insights and reporting to identify and address performance gaps
• Create and maintain effective electronic records for all team management activityincluding but not limited to one to ones, coaching and any disciplinary issues

Communicationand Collaborative Working
• Effectively communicate relevant information to your individual team,demonstrating visibility and transparency
• Share departmental vision and objectives with teams, ensuring buy-in tobigger picture
• Manage and maintain relationships with both external partners and internalbusiness areas, ensuring operational issues are quickly addressed
• Work across the organisation, including with the communications team, topromote the work of the Contact Centre and any associated activity

Whatwe’re looking for ….
 • People management experience, preferably in Contact Centre environment
• People management experience in a Customer Services environment
• Experience of coaching for improvement
• Able to analyse data and identify/make improvements

Whatever the role, we wantyou to bring your knowledge and experience to play your part in improvingpeople’s lives.

If you require a reasonableadjustment during the recruitment process, please contact our Talent Team to request:

A2Dominion Group is aDisability Confident Employer which means that we are committed to employing disabled people and will:
•Actively look to attract and recruit disabled people
• Provide a fully inclusive and accessible recruitment process
• Offer an interview to disabled applicants who meet the minimumcriteria for the job
• Be flexible with assessing people so disabled applicants have the bestopportunity to demonstrate that they can do the job
• Make reasonable adjustments as required

At A2Dominion Group, werecognise the positive value of diversity, promote equality and inclusivity inour hiring processes. We always aim to recruit the person who is most suited tothe job and welcome applications from people of all backgrounds – men andwomen, people of all ages, sexual orientations, nationalities, religions, andbeliefs.

Meeting the rolerequirements
We recognise that somefemales will only apply for a role if they meet 100% of rolerequirements. If this sounds like you, we’d still encourage you to applyand also to arrange a call with one of our recruitment team to discuss yourapplication further at .

A2Dominion are proud to bea family friendly employer.
Everyone is welcome atA2Dominion Group. We know that equality, diversity, and inclusivity make usbetter. We embrace the unique contributions of our people and seek to create aworkplace where everyone feels like they belong. Find out why our people loveworking with us.”

This role closes on 20th October 2024, we reserve the right to close this earlier upon appointment of a successful candidate.


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