Contact Centre Team Manager – Maternity Cover – up to 16 months

We are looking for an experienced Team Manager to join our award-winning membership contact centre for up to 16 months, providing cover for parental leave. The Team Manager role is pivotal to the success of our department, ensuring that we can provide an excellent level of service in a complex industry. The successful candidate will be responsible for a team of up to 12 service advisors to ensure they and the department are delivering on our objectives. As we operate in a niche market, providing membership advice to medical and dental professionals, this is not a typical contact centre of high volume, quick contacts, and basic enquiries – our focus is not primarily on speed but providing a high-quality service, ensuring that our diverse groups of members receive accurate information appropriate for their specific needs, often requiring a level of complexity. Although training will be provided on our member base, products and services, we are looking for an individual who will be able to hit the ground running in terms of management skills and ability, and who will be able to get the best from our staff, ensuring that we continue to deliver an excellent service to meet our members expectations.

The role is full time working shifts covering our opening hours, which are 8am to 6pm Monday to Friday excluding bank holidays, and will include both office and home working each week.

Minimum 2 years Customer service contact centre team manager experience to include:

Proven track record of motivating and engaging teams contact centre professionals to deliver high quality service.
Experience of monitoring telephone calls, letters, data entry and webchat
Experience of delivering 121 meetings and annual appraisals
Coaching experience
Experience of delivering informal and formal staff management processes and meetings
Experience of running effective team meetings
Evidence of previous familiarisation/absorption of complex processes etc

Must be customer focussed

Must have excellent communication and interpersonal skills

Must be proactive but also able to work under direction constructively

Must want to go the extra mile for the customer, their team and the department

Must be comfortable working well individually and as part of a team

Must thrive in a busy environment and under pressure

Must have good time management and prioritisation skills

Must be good a solving problems

Must be positive

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone