Leading a team of up to 15 Enquiry Centre Advisors (ECAs), you will be responsible for the day to day management of your team.  In addition, you will ensure that your team has an appropriate workload.

The role involves setting the standards of customer service whilst delivering all customer and internal service levels.

You will manage and develop operational client relationships, along with identifying and highlighting further opportunities for service and process improvement.

What we are looking for:

• Experience of contact centres, customer service and dealing with a high demanding workload
• Workflow Management and control
• Good time management and the ability to prioritise workloads to meet challenging deadlines
• Results orientated and experience of high volume operations
• Good analytical and communication (written and verbal) skills
• Positive, proactive and adaptable to change
• Experience of Microsoft Office, particularly Excel, Outlook and Word

Role responsibilities:

• Ensure teams understand and deliver the objectives set
• Direct the daily activity to ensure a safe, clean and fair work environment for team members
• Manage and motivate individuals to ensure KPI targets are met
• Set high standards of behaviour and performance within the Contact Centre
• Work closely with internal and external customers to ensure on time target achievement
• Facilitate effective communication within the team
• Identify measures that will lead to improved productivity levels
• Own and manage the development of each team member by carrying out regular 121s, and undertaking regular performance reviews, giving feedback as required, addressing underperformance by implementing performance improvement plans and identifying training needs
• Identifying risks when supporting with calls from Vulnerable callers and acting quickly, whether by reporting Safeguarding concerns or contacting Emergency Services.
• Carry out call quality monitoring in line with company policy
• Ensure required management information and data is presented for your team in a timely manner, adhering to agreed quality and presentational standards.
• Act as the point of issue escalation for your team, and where required, involve the operational leadership team in the resolution of issues
• Work with your team and across the department and wider groups to strive for continuous improvements in operational performance.
• Motivate and inspire ECAs promoting employee engagement