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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver outstanding customer service and achieve performance goals.
- Company: Motability Operations, a unique organisation focused on providing worry-free mobility solutions.
- Benefits: Competitive salary, generous leave, private medical insurance, and flexible working options.
- Why this job: Make a real impact by developing talent and driving change in a supportive environment.
- Qualifications: Experience in a Customer Contact Centre and proven people management skills.
- Other info: Join a company with a strong sense of purpose and excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About The Role
Motability Operations are currently recruiting for a Customer Contact Centre Team Manager to join our team in Bristol on a full-time, permanent basis. Reporting to a Customer Service Manager, the key responsibilities of this role are to lead and inspire a team of Customer Service Specialists. You will act as the customer champion to drive results and make things happen by planning, prioritising, coaching, and developing your team.
In this role, you will:
- Manage individual and team performance against KPI's via regular performance reviews – offering continuous support, encouragement, and development
- Encourage and promote the team to make their own decisions so they are motivated to do their best
- Manage absence, performance and people processes in line with company policy
- Support with recruitment for the Contact Centre
- Work in partnership with the Floor Management team to have the right people in the right place at the right time to meet all our KPI’s
- Develop future talent
- Support and implement new and ongoing business initiatives
- Work as part of a Customer Contact Management Team with regular contact and open and honest communication
- Embrace and manage change effectively by being open to new ideas and fresh approaches
About You
You have a passion for motivating and developing people to do their best. You value simplicity. You can respond positively to problems and take a keen interest in solving them. You embrace change and actively seek to improve yourself and processes around you. You are organised and can prioritise effectively. You are a self-motivator who can work collaboratively to achieve a goal. You have a good understanding and can balance customer services needs versus the needs of the business.
Minimum criteria:
- Experience of working in a Customer Contact Centre environment
- Proven and consistent people management skills
- In-depth understanding of Customer Services
- Good relationship building skills
- Experience of communicating ideas and updates to different groups of people
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
- We find solutions
- We drive change
- We care
As a Motability Operations team member, the benefits you can expect are:
- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies
We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Customer Contact Centre Team Manager in Bristol employer: Motability Operations
Contact Detail:
Motability Operations Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Team Manager in Bristol
✨Tip Number 1
Get to know the company inside out! Research Motability Operations, their values, and what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle team performance issues or motivate your team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Customer Contact Centre Team Manager position.
We think you need these skills to ace Customer Contact Centre Team Manager in Bristol
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for motivating and developing people shine through. We want to see how you can inspire a team and drive results, so share specific examples of how you've done this in the past.
Be Clear and Concise: Keep your application straightforward and to the point. We value simplicity, so make sure your skills and experiences are easy to understand. Avoid jargon and focus on what makes you a great fit for the role.
Highlight Your Problem-Solving Skills: We love candidates who can respond positively to challenges. In your application, mention times when you've tackled problems head-on and how your solutions benefited your team or customers.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our unique organisation!
How to prepare for a job interview at Motability Operations
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to the Customer Contact Centre. Be ready to discuss how you’ve managed team performance in the past and share specific examples of how you’ve driven results.
✨Showcase Your People Skills
Prepare to talk about your experience in motivating and developing teams. Think of instances where you’ve successfully coached someone or resolved a conflict, as this will demonstrate your people management skills.
✨Embrace Change
Motability Operations values adaptability, so be prepared to discuss how you've embraced change in previous roles. Share examples of how you’ve implemented new ideas or processes that improved team performance.
✨Communicate Effectively
Since the role involves communicating with various groups, practice articulating your thoughts clearly. Prepare to explain how you’ve communicated updates or ideas to different stakeholders in a way that resonates with them.
