Job details
Please mention EW391 when enquiring about this vacancy or use the form below.info@morgan-harvey.co.uk
| Team Manager | |
|
£20,000 + £3,000 OTE EW391 permanent position |
The Company My client is a leading provider of customer relationship management services. They are the service provider behind many leading brands. They deliver solutions that make a difference to clients' businesses. The Role The main responsibility is to ensure that all activity of the team is within the client’s Service Level Agreement and meets or exceeds quality standards. The Team Manager is responsible for the team’s various daily and weekly tasks, to ensure all reports and tasks are completed in a timely and efficient manner. The Team Manager will be able to create and follow processes and procedures that adhere to company and client expectations, to ensure that all team activity is logged and to be able to produce management reports that illustrate team performance. The team manager should also be able to communicate any issues regarding team performance to the Account Director in a timely and structured manner. You will be a great team leader who is capable of motivating and handling a team of Customer Service Representatives. You will be confident at preparing and conducting weekly team meetings, feeding any action points to the Account Director. As a team leader you will be responsible for managing the team performance, coming up with imaginative ways of motivating and rewarding excellent performance. You will be the main point of contact for clients and will be confident at dealing with or escalating any issues that the client may have, solving the problems in a timely and efficient manner. Further responsibilities include: •Escalate any system faults to IT/Account Director •Prepare and deliver monthly/quarterly client account status meetings •To work with the Customer service representatives on the phones calling existing Account and secure appointments for the Regional Corporate Sales Team. •To work with the Customer service representatives cold calling Prospects in order to establish opportunities for the client and secure appointments for the Regional Corporate Sales Team. •Achievement of Service Level Agreements through effective management of call handling times, agent availability, call quality. •Ensure that the team meet or exceed 85% on call quality as set out in the Quality Programme, and have a data capture error rate of less than 5% per month •Manage the appraisal of individual staff members on a quarterly basis using the standard Performance Management document (appraisal meetings to be documented) •To deliver & monitor daily plan to staff based on work outstanding and ensure they are completed accurately and on time. •Develop customer brand loyalty by providing excellent service and employing innovative retention strategies •Ensure quality and productivity exceeds what is required •Encourage a working environment of openness and teamwork to provide employee job satisfaction •Work with team in achieving a measurable degree of self-direction and encourage initiative and lateral thinking in team members •Translate and communicate the business unit objectives, resource allocations, policies and directives to the team •Create a platform where any issues or possible process improvement may be raised i.e. a 2-way communication forum •Responsible for team recruitment, induction and disciplinary functions •Monitor the accessing of customer information to ensure security and safety of the information in line with Data Protection Act •Provide feedback on Quality Assurance activities, disseminate information and take appropriate action to ensure the security of the company and the Client’s assets •Coach team members in continually updating and referring to their last appraisal document in preparation for their next appraisal •Regularly communicate changes to policy and procedure, and act as an information resource to all team members. Audit area of control in line with compliance standards •Ensure that Product Specialist and Campaign folders are maintained and up-to-date •Prepare monthly/quarterly reviews with regards to performance against internal and external objectives to present both internally and externally Person Specification: You will be a team player, consistently in tune with the aims and objectives of the team, working towards team goals and supportive of other team members. Furthermore, you will be a role model, demonstrating company interests and values and someone who can interact with others in a sensitive and effective way. Other skills include •An Ability to build constructive and effective relationships, use diplomacy and tact, and diffuse even high-tension situations comfortably •Be able to Maintain effective work behaviour in the face of setbacks or pressure •Effectively cope with change, can shift gears comfortably, can decide and act without having the total picture •Pursue everything with energy, drive and the need to finish, seldom gives up before finishing, especially in the face of resistance or setbacks •Personally committed to and actively works to continuously improve him/herself; a relentless and versatile learner; open to change; analyses both successes and failures for clue to improvement; enjoys the challenge of unfamiliar tasks In Return you will receive: •Basic Salary £20000 + £3k OTE |
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