Part- time Team Manager (20 hours per week)

A new and exciting opportunity has arisen for a Contact Centre Manager to join a well-established team of approx. 125FTE within Kingswinford - DY6 8BN. It is a great place to work; the culture is very open, people are genuinely helpful pulling together to help you succeed. There is onsite parking available and you'll also benefit from annual leave entitlement of 28 days a year pro rata for the first 12 weeks, and 34 days per annum thereafter (including bank holidays).

* Salary - £25,012 per annum (pro-rota)

* Length of assignment: Ongoing * Hours: 20 hours per week (16.15 Pm - 20.15 Pm Mon- Fri, Saturdays are optional with a day off in the week )

* Annual leave entitlement of 28 days a year pro rata for the first 12 weeks, and 34 days per annum thereafter (including bank holidays).

You will be required to manage a team of up to 14 FTE Customer Support Advisers. Lead, direct, support and motivate a high performing team of Customer Support Advisors that, through direct or indirect customer contact, will consistently put our customers first and build their trust.

Main Responsibilities

• To lead, motivate, coach and manage a team of advisors, providing them with clear direction, targets and expectations and cultivating an environment focused on delivering first class customer service through Service Quality.
• Operates within a clearly defined framework and to agreed company processes whilst using system/tools to ensure effective resolution of customer issues.
• Coaching and developing a team of Customer Support Advisors capable of responding to changing business needs and priorities.
• Listen to calls and provide the right level of feedback, coaching and support to drive continuous improvement in performance and quality according to individual's level of competence.
• Train and coach the benefits of smart metering empowering the advisors to promote smart meters at every opportunity.
• Ensure complaints process is adhered to, monitored and checks completed at all times.
• Delivering key performance objectives and readily managing under performance.
• Ensure staff are fully utilised and teams achieve adherence to schedule.
• Attend daily dialogues with Line Manager to discuss performance and conduct daily dialogues with your team. Deliver Team Meetings when scheduled. Ensure all discussions with team are engaging, are value adding and drive performance.
• Providing performance information and progress against targets upwards to their line manager.
• Ensuring that all team members adhere to compliance, regulatory and health and safety policies.
• Working with your Manager to agree personal objectives, on-going development needs and delivering against these.
• Frequently monitoring and reviewing performance against team budgets including attendance and capability.
• Sharing best practice with peer group to ensure team activities are completed using the best and most effective methods of working.
• Actively problem solve issues and opportunities, escalating improvement ideas outside of their direct control.
• Understanding and applying company policies (e.g. Disciplinary, Capability).

Key Requirements

Essential

• Proven coaching and performance management skills - managing and encouraging a team of people to deliver best in class customer service.
• Ability to use management information to measure the delivery of performance of Advisors in the team and support the underlying demand of our customers.
• Proven ability in delivering excellent customer service and problem solving skills.
• Ability to lead a team through on-going change.
• Demonstrate communication skills - listening, empathy, building rapport with customers and empathy.
• Planning and organising skills for own workload to agreed deadlines and performance criteria.
• Experience of working within a call centre environment.

Desirable

• Demonstrable experience working with in a large call centre environment.
• A good understanding around the benefits of smart meters to both E.ON and the Customer.

Does this sound like the ideal opportunity for you? Please apply today!