Contact Centre Team Manager – Front Office

Job Title: Contact Centre Team Manager – Front Office

Location: Reading / Home Based (Hybrid)

Salary: Competitive

Job type: Permanent, Full time

Guardian was “re-born” with a simple objective….to make life better. It’s at the core of everything we do and we’ve worked hard to turn an idea into an exciting business proposition. We’ve bought together the best capability, technology and people to create a business that challenges conventional thinking, and approaches things differently.

We believe that by being trusting we will be trusted in return. For our business that means providing Financial Advisers and their clients with products and services that they can be certain of. For you that means being part of a team where you can really make a difference, and part of a culture that is driven to make life better. You’ll be in an environment that you can trust to do everything it can to help you grow and succeed.

About the role:

The Team Manager – Front Office reports to the Front Office Manager and is responsible for delivering Guardian’s Customer Service proposition to achieve the target business outcomes, including:

• Ensure Guardian’s Customer Services proposition for both advisers and customers is delivered and ensure that the quality of our services continues to meet and be recognised for leading the market
• Manage resources and ensure the necessary competencies are maintained to meet and exceed business targets, SLA’s, Adherence and Quality
• Manage the quality and production of all administrative and call activity in own area
• Continuously drive down breaches and process errors through provision of regular feedback, implementing changes, overseeing remedial actions to improve quality and / or address development areas as required
• Manage any performance/attendance/behaviour issues within team promptly and against the performance management framework, utilising HR guidance where required
• Perform and document regular 1:1 meetings with all team members referencing and tracking against business objectives and individual development goals
• Drive efficiency improvements to reduce the unit headcount / cost required to service new business and in force book, including internal initiatives within the team as well as supporting cross-company projects
• Ensure team are business ready for change including SOP reviews, appropriate communication and training
• Collaborate with all Operations team managers to ensure resources and activities are managed and allocated to deliver against department targets
• Work with Distribution and Marketing to understand our reputation in the market regarding service and react appropriately to feedback
• Support the investigation and management of Complaints, Breaches and Errors for members of their team
• Support recruitment for Operations
• Responsible for the development and performance of their team to achieve the business and overall quality outcomes required through coaching, regular feedback and ongoing support
• Ensure customer expectations are managed throughout their journey and consider commercial outcomes of decisions

About you:

Key Skills Required

• Experience in leading customer services and administrative functions
• Experience of leading in a contact centre environment
• Experience in coaching for performance
• Ability to work with colleagues at all levels and with external stakeholders

Objectives:

• Meeting agreed Service Levels for Contact Centre and Administrative tasks
• Meeting agreed quality standards, including: QA, complaints and breaches

Compliance:

• Incorporating and ensuring adherence to the FCA’s “Treating Customers Fairly” consumer and conduct risk requirements
• Completion of all mandatory compliance training

Benefits:

This is a fantastic opportunity to develop professionally with great career prospects and a generous benefit package which includes:

• Training
• Support with professional qualifications
• Private Medical Insurance
• Life Cover
• 25 days holiday
• Company pension scheme
• Additional option benefits and staff discounts

Please click on the APPLY button to be directed to the company’s recruitment page.

Candidates with the relevant experience or job titles of; Team Leder, Client Service, Client Service Manager, Admin Manager, Administrative Team Leader, Client Advisor, Client Advisor, Customer Service Manager, Senior Advisor, Admin, Administrative Assistant, Client Team Enquiries, Customer Services Executive, Client Service, Customer Service Executive, Customer Services, Customer Assistant may also be considered for this role.