Team Manager 

Due to expansion, we are looking to grow our successful management team.. This is a great opportunity to join us as a Team Manager working at our Church Street Office You will be supporting the team and working closely with our clients to ensure that their needs are met, and the team is motivated to perform at their best. 

THE ROLE

• Motivate the Team by delivering daily briefs and giving encouragement 
• Reporting and providing feedback to the Operations Manager
• Managing Client expectations and reporting to them on a daily basis
• Performance Management of Agents (coaching, feedback, GROW Plans)
• Managing agents conduct through ROD’s & Disciplinary Meetings
• Completing Return-To-Work Interviews and managing staff absence
• Providing on-going training & coaching for the team
• Other reasonable ad-hoc duties
•  Resolving customer escalations through manager call backs
• Agent Support: Provide guidance and assistance to agents handling complex or escalated tickets, ensuring they have the necessary information and tools to resolve customer issues
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(Please note you will be managing the UK Team, however may be required to support on the International Team)

 
ESSENTIAL SKILLS

• You must be hard working, self-motivated and dedicated
• You must be able to demonstrate excellent communication skills (verbal and written)
• You must have great IT skills as within this role you will be supporting staff using multiple systems.
• Excellent spelling and grammar
• Have great analytical skills and attention to detail
• Have the ability to motivate a Team to achieve all relevant KPI’s

           

HOURS / CONTRACT

• Full-time 40 hours a week,
• You would be required to be fully flexible between Monday - Saturday 8am-8pm - (40 hours per week)
• This is an office based role, so you must be based within a reasonable commuting distance (45 minutes travel time) of our Church Street Office.
• Contract - Permanent

PAY 

• This role starts at £25,000 p.a. plus pay progression