At a Glance
- Tasks: Lead a dynamic contact centre team to deliver top-notch customer service and performance management.
- Company: Join Allwyn, a forward-thinking company committed to innovation and sustainability.
- Benefits: Enjoy 26 days annual leave, private health cover, and a matched pension scheme.
- Other info: Inclusive culture with opportunities for growth and community involvement.
- Why this job: Make a real impact by empowering your team and enhancing customer experiences.
- Qualifications: Proven people management experience and a knack for data analysis.
The predicted salary is between 35000 - 45000 £ per year.
Role: deliver exceptional customer service to Allwyn customers and retailers through effective performance management, coaching and development of a contact centre team.
Responsibilities
- Deliver exceptional customer service to all Allwyn customers and retailers through effective performance management, coaching and development of a contact centre team.
- Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, delivering an optimum level of service at all times.
- Complete people-related tasks as documented in company procedures (e.g., PDP Reviews, administration of the absence process, health and safety requirements).
- Monitor the team’s real-time adherence to predefined work schedules, investigate and resolve variances as necessary, including attendance, shrinkage, and productivity.
- Undertake performance management for each team member, develop Personal Development Plans (PDPs), identify and secure appropriate learning, coaching and training opportunities aligned to individual learning styles, and provide performance feedback in line with defined standards.
- Manage and improve the performance of operational processes and working practices; supervise daily management and act as an expert in a customer contact related discipline.
- Demonstrate strong knowledge of TNL products with a view to being a subject matter expert to agents and colleagues.
- Solve complex problems when they arise and approach challenges with innovation.
- Understand customer needs and manage/diffuse tense or difficult customer situations.
- Make decisions guided by functional support.
- Demonstrate success in managing and improving absence within a contact centre.
- Review and improve Average Handling Time (AHT) within the team.
- Show accountability in managing and closing complaints within internal timeframes; demonstrate proven people management experience.
- Lead a team within a customer service environment.
- Proficient in Microsoft Office Applications.
- Knowledge of CRM solutions (e.g., SAP, Gem Suite, ServiceNow).
- Experience in analysing and using data to support development and performance of Contact Centre Agents.
Qualifications
- Proven People Management experience.
- Experience of leading a team within a customer service environment.
- Ability to use Microsoft Office Applications.
- Knowledge of CRM solutions e.g. SAP/Gem Suite/ServiceNow.
- Experience in analysing and using data to support development and performance of Contact Centre Agents.
About Allwyn and Benefits
- Innovation – We pride ourselves on seeking new ways to excite customers with new products, supported by responsible play values.
- Giving back – Lottery funds charities and good causes in the UK; aim to grow the impact.
- Sustainability – Net zero National Lottery with 2030 decarbonisation targets; renewable energy providers and low-emission fleet.
- Empowering every voice – Inclusive culture with opportunities for all.
- Company Bonus Scheme.
- Matched pension contributions up to 8.5%.
- 26 days annual leave + 2 Life Days (plus bank holidays).
- Single Private Health Cover.
- Complimentary Private Medical.
- Income Protection.
- Flexible Benefits (EV scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care).
- Enhanced Family Leave (Maternity, Paternity, Adoption).
- Wellness Allowance £500.
- Employee Assistance Programme.
- Discounted Health Assessments.
- Volunteering Days.
- Matched Funding.
Contact Centre Team Manager in Watford employer: Allwyn Entertainment Group
Allwyn is an exceptional employer that prioritises innovation and sustainability while fostering an inclusive culture where every voice is valued. As a Contact Centre Team Manager, you will benefit from a comprehensive bonus scheme, generous annual leave, and extensive employee wellness programmes, all designed to support your professional growth and personal well-being. With a commitment to empowering employees and giving back to the community, Allwyn offers a rewarding environment for those seeking meaningful employment in a dynamic sector.
Contact Details:
Allwyn Entertainment Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allwyn Entertainment Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allwyn Entertainment Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Manager in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allwyn Entertainment Group:Your cover letter is your chance to shine! Tell us why you want to work at Allwyn Entertainment Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allwyn Entertainment Group!
How to prepare for a job interview at Allwyn Entertainment Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
