At a Glance
- Tasks: Lead a dynamic team to enhance customer service and drive continuous improvement.
- Company: Join Flexsource NI, a forward-thinking company focused on customer satisfaction.
- Benefits: Earn £18.13 per hour with opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and efficiency.
- Why this job: Make a real impact by improving customer experiences and team performance.
- Qualifications: 3rd level qualification and 2 years in a management role required.
The predicted salary is between 37000 - 40000 € per year.
Flexsource NI are currently recruiting for a Contacts Team Manager, on a temporary fulltime basis, with a starting salary of £18.13 per hour.
Responsibilities:
- Ensure a highly focused, customer orientated approach is embedded throughout the team to help protect key customer service metrics via adherence to agreed SLAs and provision of excellent customer service, ensuring all queries (reportable and non-reportable) are effectively case managed and resolved in an efficient manner.
- Coordinate, strategically plan and prioritise contacts team workload.
- Drive continuous improvement by reviewing team processes to maximise efficiency and enhance customer service.
- Manage the performance of the overall team and individuals ensuring issues regarding quality and productivity are promptly identified and addressed.
- Ensure financial adjustments and account amendments undertaken by them & the wider team are done so in line with the limits permitted in the Financial Delegations and consistent with company policy.
- Act as Contacts Team lead in 'Customer' service improvement meetings and other cross-functional working groups e.g. Billing Scripts working group, identifying issues and proposing solutions accordingly.
- Develop effective working relationships with other C&O Functions, Directorates and the outsourced billing partner.
- Deputise for the Billing & Collections Manager in periods of absence and undertake financial adjustments in line with the limits normally adhered to them.
- Direct management responsibility for circa Customer Account Officers and Supervisor.
Requirements:
- Possess a 3rd level qualification (HND or Degree).
- 2 years experience in a Contacts Team Management role, within a regulated target driven environment.
- Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
- Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
- Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management.
- Highly proficient in interrogating and administering Customer Relationship Management/Billing systems.
Contacts Team Manager in Belfast employer: Cpl Healthcare
Flexsource NI is an exceptional employer that prioritises a customer-centric work culture, ensuring that every team member is equipped to deliver outstanding service. With a focus on continuous improvement and professional development, employees are encouraged to enhance their skills while contributing to meaningful projects that impact customer satisfaction. Located in a dynamic environment, the company offers competitive pay and a supportive atmosphere that fosters collaboration and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Contacts Team Manager in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Contacts Team Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team management and customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved processes or driven team performance in previous roles. Numbers speak volumes!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Contacts Team Manager in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contacts Team Manager role. Highlight your experience in managing teams and improving customer service processes, as these are key aspects of the job. We want to see how your skills match what we're looking for!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved team performance or customer satisfaction in previous roles. This will help us see the impact you can bring to our team.
Be Clear and Concise:When writing your application, be clear and concise. Avoid jargon and keep your language straightforward. We appreciate a well-structured application that gets straight to the point, making it easy for us to see your qualifications.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Cpl Healthcare
✨Know Your Stuff
Make sure you’re familiar with the job description and the key responsibilities of a Contacts Team Manager. Brush up on customer service metrics, SLAs, and how to manage a team effectively. This will show that you’re not just interested in the role but also understand what it entails.
✨Showcase Your Experience
Prepare specific examples from your past roles where you’ve successfully managed a team or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your practical experience in a regulated, target-driven environment.
✨Be Data Savvy
Since the role involves interpreting customer contact data and trend analysis, be ready to discuss your experience with MS Office applications, especially Excel. You might even want to bring along a sample report you’ve created in the past to showcase your skills.
✨Build Relationships
Highlight your ability to develop effective working relationships with other functions and teams. Think of examples where you’ve collaborated cross-functionally or led meetings to improve customer service. This will show that you can work well with others and drive improvements.
