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Capita
,
Blackburn, Lancashire
Inbound Customer Service - Team Manager
Overview
Customer Service Team Leader - Blackburn Ro le Purpose To ensure client delivery is achieved through the effective management, support and supervision development of their team. Accountabilities and main responsibilities Ensure that the work required in your area of responsibility is effectively planned and fairly allocated to individuals, monitoring the progress and quality of the work of individuals to ensure that the required standard of performance is being met, reviewing and updating plans of work in the light of emerging issues and ensuring appropriate escalation of issues Ensuring all work throughout the team is completed within regulatory timescales, this will be through active management of team members and taking appropriate investigative actions where needed. To provide direction to team members, motivating, coaching and supporting them to achieve team and individual objectives and to play an active role in the appraisal process. Provide learning opportunities for the team by identifying learning needs, helping to provide opportunities to address these needs and encouraging team members to take responsibility for their own learning. Support all team members through monitoring and feedback of team members work in order to maximise quality of work and development of knowledge and capability Develop team members, by effective delegation and coaching, to undertake identified activities within your area of responsibility, taking a fair and objective approach to ensure that the individuals with the required skills, knowledge and understanding and who are likely to perform effectively are selected Qualifications and skills Previous experience of managing a team. Experience of managing new teams and/or under performing teams would be an advantage. Expert knowledge and continuing professional development relating to the products, processes and regulation in the area of work under supervision (as evidenced by continuing accreditation). Excellent communication and interpersonal skills Numeracy and advanced computer literacy (e.g. Microsoft Word, Excel and Outlook) Able to analyse data, problem solve and make decisions confidently Customer focused when dealing with a range of people Have meticulous attention to detail Be highly organised and able to manage own workload and team members to meet stretching targets and strict deadlines Ensure compliance with legal, regulatory, ethical and social requirements to build and maintain an excellent reputation for the Company To ensure all business changes are communicated to the team in an effective and timely manner. Provide team management in line with company HR practices to address personal issues and individual performance Provide a two-way communication channel for the team to maximise motivation and performance Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities Maintain accurate and complete records relating to training, performance, competence and personal development plans for all team members (including individual T&C and HR files) If this opportunity sound of interest please submit your cv or send directly to Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy. This job was originally posted as www.cwjobs.co.uk/job/89956424