Job Title: Team Manager – Customer Contact Centre
Location: Reading / 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 brought 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.
If you would like to build a career and be part of an exciting, innovative and growing business then join us at Guardian to experience ‘Life. Made better’.
About the role:
The Team Manager – Contact Centre reports to the Head of Customer Services and is responsible for delivering Guardian’s Customer Service proposition to achieve the target business outcomes, including:
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to meet and be recognised for leading the market
- Managing resources and ensuring the necessary competencies are maintained to meet business targets, including contact centre and administrative SLA’s/Quality
- Managing the quality of all contact centre and administrative activity, continuously drive down breaches/process errors through provision of regular feedback, implementing changes to improve quality and / or address weaknesses as required
- Manage performance/attendance issues within team promptly and with full HR engagement
- Driving efficiency improvements to reduce the unit headcount / cost required to service new business and inforce book, including internal initiatives within the team as well as supporting cross-company projects
- Collaborate with all Operations team managers to ensure resources and activities are managed and allocated to deliver against department targets
- Working with Distribution and Marketing to understand our reputation in the market regarding service and reacting appropriately to feedback
The Team Manager is also responsible for;
- Management of Complaints, Breaches and Errors for members of their team
- Delivering agreed service levels
- Supporting recruitment and is responsible for the development and performance of their team to achieve the business and overall quality outcomes required
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
Key Skills Required:
- Experience in leading customer services and administrative functions
- Ability to work with colleagues at all levels and with external parties
Please click on the APPLY button to be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Client Services Manager, Client Relationship Manager, Service Delivery Manager, Service Desk Manager, Service Desk Team Leader, Service Desk Consultant, Support Consultant, Customer Service Team Leader, Customer Service Executive may also be considered for this role.
