Team Manager (Customer Service)

• Ref:2729
• Date Published:2013-01-07
• Consultant:Oliver Woolnough
• Type:Permanent
• Category:Customer Services
• Location:City
• Salary:£37,500 circa

Very well respected organisation in central London is recruiting for a Team Manager (Customer Service) for their team in London

£37,500 circa

Develop an already well motivated Contact Centre Team that naturally engages with and embraces change. 
Maximise the efficiency and effectiveness of the Contact Centre and ensure delivery against strategic targets. 
Ensure that real time monitoring of work flow is achieved at all times
Ensure that the resources within the Contact Centre function are appropriately deployed in order to achieve the function's objectives as well as those of the wider team. 
Operate proactively in relation to the team's work plan, and plan accordingly with specific attention to anticipated busy periods.
Manage and appraise the Team Leaders within the Contact Centre, motivating them to achieve specific targets and objectives and identifying their learning and development needs to ensure that these needs are met effectively. 
Identify, in partnership with the management, ideas and creative ways to improve the efficiency of the Contact Centre. 
Regularly produce and evaluate statistical reports identifying emerging trends in relation to the work that the Contract Centre function is responsible for, making recommendations for developments/initiatives to react to these trends where appropriate. 
Establish mechanisms to share insight gained from the work of the Contact Centre with the other Team Managers across the Membership Journey Team and the wider organisation where appropriate. 
Reflect as part of the Management Team on the scope for collaborative approaches with other teams within the Team, including making recommendations for the adjustment of resource allocation in order to respond to the business needs. 
Ensure the effective testing of all developments and improvement on the database and online systems relating to the Contact Centre. 
Responsible for the preparation of an income and expenditure budget relating to the Contact Centre function, in conjunction with the management. 
Prepare Board papers where appropriate, within strict deadlines, on matters relating to the Contact Centre. 
Lead on and/or attend Policy Boards and Working Parties as required