Customer Contact Team Manager (Operations) - Fixed Term 12 months

Customer Contact Team Manager (Operations) – Fixed Term 12 months

Head Office – Didsbury

£41,314 per annum

12 month contract- fulltime

Customer Contact Team Manager (Operations)

Why are you here?

You will be working as part of the Customer Hub Management team to make sure that the Customer Hub delivers a timely and first point of contact resolution to customer demands through various contact methods. You’ll be the operational lead within the Hub on training , coaching and ensuring that Hub officers work in a customer centric way with a focus on problem solving and delivering first point of contact . You will work closely with the other Customer Contact Team Managers to make sure that the Customer Hub operates in a high challenge and high support culture where colleagues are clear on expectations and feel empowered to make decisions.

You will be part of a team of six Customer Contact Team Managers (each with a different specialist area) to make sure that the Customer Hub has the skills and knowledge to resolve queries, you will work collaboratively across the organisation, as well as with external partners, to make sure we’re providing an excellent service for our customers.

What you’ll be doing

• You will providing support, leadership and direction for a team of Customer Contact Officers and relevant specialist officers. You’ll be responsible for making sure that all customer demands from all communication channels are dealt with at the first point of contact where possible and in a timely manner.
• You will have your own direct reports team, but will also have responsibility at times for all colleagues working within the Customer Hub.
• You will be coaching and guiding the Hub to work within our customer experience principles and service delivery framework, which ensures that customers receive excellent customer service in the best way for them.
• You will be carrying out "in the work" observations so that you can understand our customers’ demands, how the team responds and how we can improve.
• You will work closely with the Hub Management team and peers around the business to continually improve our services to make sure that the Customer Hub is delivering excellent services.
• You will use data and reports to support this and to provide recommendations for improvement.
• You will be responsible for any performance improvement of your team members and will demonstrate the steps you’ll take to support this.
• You will be confident in dealing with customer escalations and complaints. You’ll take a solution focused approach to these to improve our services based on this feedback.
• You will be confident to challenge colleagues who aren’t providing a service in the way we expect for our customers. You’ll accept and give feedback to colleagues.

What you’ll be doing as the lead on training , coaching and first time resolution

• You will take ownership and lead on the induction of new starters within the Hub with the support of the Hub Trainer/Coach and support of the relevant subject matter experts
• You will ensure that we have a clear understanding of the skills and capabilities of the Hub team and any gaps in development needed and develop with their managers an action plan to close the gaps
• Regularly reviewing data and feedback, including complaints, to identify areas for improvement that will support the delivery of our customer experience expectations and track the impact
• Understand and identify the core and essential training for Hub colleagues both organisationally wide and Hub specific and ensure appropriate refresher training programs in place
• You will be working closely with the Customer Feedback Manager to ensure that we are continually improving out services based on customer feedback including monitoring out first time resolution and problem solving performance

What you’ll need

• It would be great if you have experience of working in a customer service management role with a focus on delivering excellent services within a robust performance management framework.
• You will be able to use a negotiation/coaching style approach with colleagues to make sure that our colleagues deliver exceptional services.
• You will have experience of detailed administration and recording procedures
• You will be able to persuade and influence colleagues and customers
• You will make decisions based on data and business intelligence.
• You can motivate, inspire and influence a diverse and dispersed workforce, making sure that you lead by example
• You will build effective relationships with colleagues and other stakeholders so you are able to find information and resolve problems
• You will have experience of using Microsoft office or similar
• You will be able to complete tasks in an accurate and timely manner when working under pressure
• You will have good written and verbal communication as well as great organisation skills and the ability to time-manage your work load

What we give you in return for your hard work and commitment

• Pension¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• WPA¦ Healthcare auto enrolled at no contribution level with £1250 of savings available – option to increase & add family members
• Annual leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
• Professional fees ¦ The business pays the cost of one professional membership fee for each colleague
• The Market Place¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Health and wellbeing initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing