Customer Contact Centre Team Manager
7 months ago
In this role, you will:
Manage individual and team performance against KPI's via regular performance reviews – offering continuous support, encouragement, and development Encourage and promote the team to make their own decisions so they are motivated to do their best Manage absence, performance and people processes in line with company policy Support with recruitment for the Contact Centre Work in partnership with the Floor Management team to have the right people in the right place at the right time to meet all our KPI’s Develop future talent Support and implement new and ongoing business initiatives Work part of a Customer Contact Management Team with regular contact and open and honest communication Embrace and manage change effectively by being open to new ideas and fresh approaches About You You have a passion for motivating and developing people to do their best You value simplicity You can respond positively to problems and take a keen interest in solving them You embrace change and actively seek to improve yourself and processes around you You are organised and can prioritise effectively You are a self-motivator who can work collaboratively to achieve a goal You have a good understanding and can balance customer services needs versus the needs of the business Minimum criteria: Experience of working in a Customer Contact Centre environment Proven and consistent people management skills In depth understanding of Customer Services Good relationship building skills Experience of communicating ideas and updates to different groups of people About The CompanyMotability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions We drive change We careAs a Motability Operations team member, the benefits you can expect are:
Competitive reward package including an annual discretionary bonus 15% non-contributory pension (9% non-contributory pension during probation period) 28 days annual leave with option to purchase and sell days 1 day for volunteering Funded Private Medical Insurance cover Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help Funded health screening for over 50s Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans Employee Discount Scheme with an app to save on the go Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees Generous family leave policiesWe pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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