Contact Centre Team Manager

Manpower UK are supporting our highly reputable client who are a leading provider of valuation and surveying services to both the Mortgage Industry and directly to Consumers.

We are looking for a Team Leader/Manager who has worked within Financial services or a contact centre environment who is motivated, approachable and a strong leader.

The Role

You will oversee and lead a team of customer service advisors, ensuring high performance, professional development, and achievement of departmental goals. This role requires strong leadership, excellent communication skills, and the ability to manage multiple tasks and projects efficiently.

Key Responsibilities:

• Leadership and Management:
• Provide leadership, coaching, and mentorship to team members.
• Set clear performance expectations and conduct regular performance reviews.
• Foster a positive and inclusive team culture.
• Project and Task Management:
• Plan, organise, and manage team activities and projects.
• Ensure timely and successful completion of team goals and objectives.
• Allocate resources and delegate tasks effectively.
• Communication:
• Serve as the primary point of contact between team members and senior management.
• Facilitate regular team meetings and communications.
• Address and resolve any conflicts or issues within the team.
• Performance Monitoring:
• Monitor and report on team performance and metrics.
• Identify areas for improvement and implement corrective actions.
• Recognise and reward high performance and achievements.
• Professional Development:
• Identify training and development needs for team members.
• Support continuous learning and professional growth.
• Facilitate opportunities for team members to advance their skills and careers.
• Client/Customer Relations:
• Ensure high levels of client/customer satisfaction.
• Address any client/customer issues or complaints promptly and professionally.

Your skills and experience

• Previous experience in leading, managing and developing a team
• Ability to focus on solutions rather than problems and provide direction to the team
• Exceptional customer service skills both written and verbal
• Enjoys rising to the challenge of stretching goals
• Committed, reliable and flexible
• Proactive and agile
• Adopts an organised and a structured approach
• Contributes to the team, focusing on the accomplishment of team goals

Our client can offer a good basic, annual bonus and 33 days annual leave (inc of public holidays) along with many other discounted benefits (Inc Mortgages, Loans etc)

Hours are based on site at Castle Donington Contact Centre - 0900 - 1730 hrs Monday to Friday with Flexibility to cover other shift patterns if required.

Interested? Please forward your CV in the first instance.