Customer Service Team Manager

Becoming a Customer Services Team Manager with Capita TV Licensing As a member of the TV Licensing management team, your role is to manage, coach and develop a specified team of personnel including administrative and telephony based individuals ensuring a professional service is provided to customers contacting the TV Licensing organisation whilst delivering operational excellence, productivity and cost-effective results. What you will do: To deliver an effective and professional service to customers, ensuring the achievement of KPI and SLA targets To encourage a culture of continuous development, through effective coaching and feedback To manage a team of Customer Service Advisors, ensuring that performance, behaviour and conduct targets are achieved Conduct agreed performance statistical analysis and performance review sessions for team members providing feedback on performance and associated development plans. Understand and own targets which you are accountable for providing real-time support to Customer Service Advisors for queries and problems including additional work activity support Identifying and highlighting further opportunities for service and process improvements Conduct agreed level of quality assessments and provision of feedback to ensure quality standards are maintained. Your experience will include: Knowledge of TV Licensing policies and procedures The ability to lead, motivate and develop team members Excellent coaching skills Excellent communication and listening skills with strong interpersonal skills, including the ability to persuade and influence Results oriented, with the ability to understand and interpret statistical information Ability to solve problems and make effective decisions About Capita TV Licensing Capita TVL have administered TV Licensing on behalf of the BBC for over 15 years. Throughout our partnership we've strived to harness the latest advances in technology and analytic to create and deliver an innovative, customer-focused service. Join us in delivering real value to the world's oldest and largest broadcaster, and we'll give you the opportunity to grow your career and fulfil your ambitions. Capita TVL are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customer's needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. What's in it for you? At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.