Team Manager in Kilmarnock

Responsible for managing a team of Customer Support agents to achieve great outcomes for our vulnerable customer base. Accountable for achieving set targets through coaching, feedback and regular 121s.

Main Duties and Responsibilities

• Monitor, manage and motivate a team of up to 12 direct reports.
• Manage workloads and resources to ensure that SLAs are maintained and that good customer outcomes are achieved.
• Ensure a proactive approach to managing our vulnerable customer base with good outcomes a priority in everything you do.
• Drive an ethos of continuous improvement with the team to ensure that call quality and efficiency targets are achieved.
• Create and maintain a coaching culture where agent feedback is key and that all team members are accountable for their own and organisational objectives.
• Communicate key changes to direct reports and peers through excellent verbal and written communication skills.
• Ensure team and departmental compliance with Customer Services policies and procedures.
• Liaise with vendors and clients during external audits and visits.
• Communicate and liaise with external agencies.
• Maintain registers relating to relevant Customer Services areas.
• Take ownership of escalated agent calls, providing first call resolution where available.
• Analyse and interpret performance and customer data.
• Keep Customer Services procedures up to date.
• Conduct probationary reviews as requested.
• Address and document conduct issues appropriately in line with PRA Group policies and procedures, liaising with line manager and HR as required.

Relationship Management

• Respond to all managerial direction and requests in a positive manner.
• Work proactively with Training and Call Quality to ensure best practice is adhered to.
• Be accessible and approachable to all internal and external customers.
• Adapt communication style to suit audience.
• Build effective relationships and influence key managers/stakeholders across the business.
• Liaise with Senior Managers and Team Managers to achieve common business goals.

Experience/Qualifications

• Minimum of one year managerial experience.
• Experience of managing the daily running of a team within a fast-paced environment.
• The ability to review the performance of employees, identifying training needs and making recommendations for improvement and providing appropriate coaching/training on a daily basis.
• Strong leadership and management skills which will improve team performance.
• The ability to manage internal/external relationships effectively, and influence key managers/stakeholders across the organisation.

Leadership and Engagement

• Manage and supervise the Customer Support team.
• Monitor, manage, develop and motivate the team, using performance management framework where necessary.
• Attract, retain and develop the most talented and diverse Customer Support team.
• Ensure robust metrics are in place for successfully managing performance of staff.
• Complete regular 1-2-1’s with direct reports.
• Create an engaged and motivated workforce, using the annual staff engagement survey as a metric to determine progress and success.
• Build trust and respect across the organisation, harnessing the skills of everyone to work together to deliver long-term value to the business.
• Lead team to achieve organisational goals.
• Provide leadership, direction and management of the Customer Support team.

Compliance Responsibilities

• All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:
• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitoring for and promptly escalating any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.