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O2 Team Manager - Part Time Evening

Employer
Capita
Location
Preston Brook
Salary
£12000 - £13333/annum pension, numerous benefits
Closing date
19 May 2019

View more

Sector
Customer Service & Call Centres
Hours
Part Time
Flexibility
Set hours
Contract Type
Permanent
O2 Team Managers - Part time Evenings

Shift - 3.30pm to 8.30pm Monday to Thursday & 3pm to 8pm Friday

Preston Brook

About the role:

We currently have a fantastic opportunity for a Part time Team Manager to join our O2 based in Preston Brook.

The priorities of the role are to engage and motivate people through times of stability and change, ensuring that the team is fully aware of the goals of the business objectives and the part they have to play in that. The team will be advocates of products and services and focus on delivering the right solutions to our customers through differentiated debt solution.

The primary focus of the role is side by side coaching & feedback, engaging and developing the team, skills & talent development and leading people through change in order to inspire our people and ensure that Capita is the greatest place to work. The vast majority of time will be spent with people in the team. You will work with the Team Coaches to ensure that your team of up to 18 team members are delivering an outstanding service.

What you will do:

* Ensure the delivery of the greatest customer experience by leading, directing and enhancing the performance of the team and individuals through effective objective setting, regular 1-1 reviews, side by side coaching and feedback that focuses on the skills, knowledge and behaviour of the team as well as key measures of success.
* A key activity here will be call monitoring and coaching and measures of success include customer satisfaction and Right First Time.
* Enhance performance and potential by providing excellent coaching and feedback to all team members, communicating, implementing and reviewing appropriate plans of action for improvement in role and development of career.
* Through effective performance management and development planning, to create an environment in which talent is identified and flourishes.
* Ensure that all team members have development plans in place, are aware of the full range of development opportunities available to them and that these opportunities are accessible to all individuals.
* Maintain up-to-date knowledge on all products, services, systems and processes appropriate to the team’s responsibilities.
* Ensure that this knowledge is used to coach team members through current activities and through any required changes to activities that the team carry out.
* Through people focused leadership and development, to ensure that business performance objectives are communicated clearly and openly, measured and enhanced.
* Maximise attendance and performance of the team through high quality leadership interventions and to manage all absence, performance and behaviour issues effectively and in a timely manner.

Your experience will include:

* Experience of delivering excellent customer service.
* Experience in engaging, motivating people and recognising and rewarding high levels of all aspects of performance
* Track record of developing skills and identify and developing talent within the team
* Skills of maximising revenue generation by sales through service

About Capita Customer Management:

At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.

What next?

Looking to go further? Click apply now to a short application and send us your CV.

| Look Closer. Go Further. |

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership

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