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Job Details
Team Manager
Job Description
Purpose:
To deliver and meet individual, site and business objectives and targets by driving performance.
To develop a team of advisors, to ensure maximum contribution in terms of process, efficiency, engagement and values within your area of responsibility.
To work collaboratively with other call centre team managers to ensure all business objectives are fully met.
To drive and inspire outstanding performance. To lead by example and provide clear direction and effective leadership.
To support the Customer Service Managers in delivering consistent outstanding performance, continuous improvement, high level staff engagement and first class customer service.
To ensure company standards relating to TCF are adhered to.
Key Responsibilities:
Team work
To proactively build, manage and motivate a group of people, driving continuous improvement. To take responsibility for the achievement of team and site goals and targets and to identify skills gaps and opportunities.
To effectively and regularly communicate regarding performance, standards, policies, product and procedures, providing and seeking information. To consult and share best practice with other TMs and colleagues across the division.
To provide technical knowledge to the team
Team Manager
To take ownership of problems, make decisions and resolve issues. To escalate when the problem is outside the role holders level of knowledge.
To seek and develop opportunities for change on current working practices.
To measure and monitor staff absenteeism and staff turnover and implement procedures to manage improvements.
To support and contribute to the site and business wide initiatives and projects as required to meet the needs of IAG UK.
Quality
To develop and coach advisors to improve their contribution, build upon strengths to continually stretch the advisors to achieve their full potential.
To reduce areas of underperformance by implementing remedial action plans to ensure improvements are met. To extract, analyse and interpret statistical data and track key performance indicators.
A minimum of 50% of the role’s main responsibility is to coach and develop the team advisors, through monitoring calls and one to ones, providing detailed feedback and creating action plans. Effectively uses the pay and skills matrix to enhance skills and develop desired behaviours and performance levels.
To ensure compliance with company and other relevant standards and regulations at all times including Data Protection, FSA and TCF.
Product Knowledge:
It is essential that a good understanding of all products and benefits be attained.
Technical knowledge
To effectively use and apply knowledge of the organization, rules and procedures.
Previous Sales / Customer Service experience.
Excellent understanding of personal lines insurance
Previous experience of managing a team inclusive of development / coaching, one to ones and performance management
Full knowledge and understanding of the complaints procedure
Excellent understanding of all policies, procedures and processes
Business focused and commercially aware
Skills
Leadership / Management
Risk / Change Management
Influencing
Planning & Organisation
Time management
Communication
Passionate about People
Customer Service, Sales and Quality focused
Problem solving
Results driven
Negotiation
Staff coaching & Development
Delegation
Teamwork
Analysis & Problem solving
Adaptability
Business Acumen
Behaviours
Customer focused
Approachable
Commercially aware
Self motivated
Active & Enthusiastic
Drives business performance targets
Takes ownership and responsibility, makes decisions and delivers measurable results
A strong leader, commercially and customer focused and results orientated
Confident and assertive, takes initiative
Challenging, ideas generating
Persuasive
Flexible
Positive attitude
Tenacity
Can work alone and as part of a team
Ability to work to tight timescales & stretching objectives
Demonstrates a positive ‘Can Do’ attitude, impacting upon and influencing the team
Continuous Improvement mind set.
General Duties:
These lists are neither exclusive nor exhaustive and there may be other duties, within the remit of the position, required of the job holder from time to time. The company reserves the right to alter this job description and will do so after consultation with the job holder.
Authorisation levels: Underwriting Points
Details
MASS 943 Full Time Colchester / Essex Permanent Position NegotiableApply for this job
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