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Back to jobs Call Centre Team Manager
  • Fareham
  • Salary negotiable
  • (Permanent)
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This business manages critical incidents in the car and home on behalf of the world’s leading insurers, brokers and fleet managers, together with warranty and service plan provision for many automotive manufacturers globally.

As one of their Motorcare Team Managers you will be responsible for all aspects of the team’s performance, measured against current agreed service standards. Set objectives and manage performance of the team through 1:1 and coaching, including motivation, absence and performance appraisals

The role includes the following:

- Measure, monitor and oversee performance of the team, including identifying training requirements and ensuring solutions are provided
- Delivery and management of daily reporting to Head of department, highlighting areas of concern and remedial planning
- Capacity planning to ensure adequate coverage at peak times
- Represent the business in client meetings etc.
- Manage quality and productivity of team outputs
- Act as a point of escalation for complaints and make appropriate decisions to resolve as required
- Maintain SLAs, including the quality of data entry
- Deputise for the manager in their absence
- Conduct duties in compliance with FSA and Data Protection guidelines
- Overall responsibility for the management of the team

You will also be

- Managing customer relationships to deliver excellent customer service
- Delivering business results
- Leading others and helping them to learn
- Team working, problem solving, influencing and making decisions
- Making change work and using information effectively
- Developing the strategy

You will need the following skills and experience

- Excellent people management skills
- Strong attention to detail
- Highly numerate and strong literacy skills
- Analytical
- Flexibility
- Competent in the use of Microsoft Office (Word, Excel, Power Point and Outlook)
- Substantial experience preferred in a Services/Operations environment
- Experience in accident management, insurance or financial services preferred
- Able to communicate effectively at all levels and manage upward relationships
- Understand SLAs and procedures in other parts of the business
- Organise the workflow of the team
- Able to make decisions and deal with difficult situations and customers quickly and effectively
- Must be aware of the financial implications of breach of procedure
- 5 GCSEs grade C or above or equivalent
- Relevant people management training course