Customer Resolutions Team Manager

This opportunity is for one of the UK’s leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector, with their Head Office based in Stratford upon Avon. As part of their ongoing internal restructuring and team development an opportunity has arisen for a seasoned Team Manager to join their Operational Management Team, which focuses on Customer Resolution. You will be looking after a team of 6-8 customer resolution team members, who are responsible for dealing with customers who are experiencing difficulties in making payments to their accounts or resolving outstanding account issues. The type of work will involve negotiating the resolution of accounts and achieving the required results within the guidelines given. There will also be a requirement to handle various project work on an ad-hoc basis, contributing to various factors that will enhance team and business performance. This may include new processes, with a view of continuous improvement at all times, along with specific collection activity and investigatory work. This role will involve liaising, both electronically and verbally, with various colleagues and clients on a regular basis. You will therefore need to have the skills to create good working relationships with both internal and external colleagues along with the company’s clients. There may also be a need for a “hands on” approach, to the team’s daily tasks, as and when required. Our work is closely monitored and highly regulated, therefore it is necessary to ensure all processes are followed carefully and correctly, and that company records are updated fully and accurately. Benefits Monday to Friday working – we cover shifts of 8am to 5pm but we can be flexible on this. Standard 7.5-hour shift; no late night or weekend working! 28 days holiday (including Bank holidays). Additional 1 days’ annual leave for each year worked. Christmas ‘shut down’ – usually from 24th December – 2nd January. Work from home up to 2-3 days per week. (Conditions apply). A ‘Love to Shop’ voucher on your Birthday every year. Free on-site parking / fully paid nearby parking when office based. All IT equipment provided and the tools to do the job. Regular training, coaching and career development planning. Private pension contributions. Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services. Annual salary review. Annual profit-related bonus scheme. Responsibilities  Co-ordinate and monitor work completion of all team members to ensure all work is carried out in conjunction with department and client requirements.  Lead the team from the front and contribute to ensure all client and internal SLAs/deadlines/targets are achieved.  Effectively motivate and coach team members in order to maximise performance, ensuring that all staff work to their optimal capability, including holding regular meetings and one2one’s.  Manage and monitor call volumes being received and made across the team including the requirement to handle the expected volumes. Management System Customer Resolutions Team Manager MS R7.2-4.26/1.0 05/10/2021 Company Confidential Page 2 of 2  Complete regular call audits on all team members and attend call calibration sessions with our Compliance team and/or Client(s).  Improve team performance through setting specific individual and team targets, highlighting any issues for discussion with the Senior Operations Manager.  Perform quality checks on work output to ensure that work is of an acceptable standard and completed in line with company processes and policies, for example call listening. Always ensuring relevant feedback and follow up is completed in a timely manner.  Lead by example by showing both work standards and behaviours are of a high standard.  Pro-actively look to improve processes or a ‘Customer journey’ through root cause analysis in any problem solving.  Provide first line management to Team members, which will include holiday management, sickness management and being the initial escalation point for any issues and disciplinary matters.  Ensure any staff absence is covered so priority tasks are completed correctly.  Providing support to the department management as and when required.  Pro-actively look towards continual improvement or build a process when required.  Be a key contact for certain clients on a regular basis.  Attend, and have input in to meetings as required  To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.  To co-operate in the operation of the company’s health, safety and environmental management systems.  Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities to preserve data securely.  To comply with all legal, regulatory and statutory requirements.  To ensure the fair treatment of customers is central to all behaviour and activity. Skills & Attributes  Previous experience in a team leader/team manager role is essential.  Strong people management skills.  Ability to manage and monitor performance on all platforms.  Excellent interpersonal skills and ability to communicate effectively with a wide range of people; both orally and written.  Ability to work and deliver in a fast-paced environment with firm deadlines and demanding targets.  Debt collection experience is desirable however not essential.  Self-motivated with a positive driven with a positive attitude.  Ability to react to, adapt and manage change in a positive manner.  Professional and approachable at all times.  Flexible in approach to all work activity.  Good IT skills