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Ofcom
,
Warrington, Cheshire
Customer Service Team Manager
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Contract Type: Contract |
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Salary: £16.5 per hour |
Overview
We are looking for a dynamic and enthusiastic Team Manager to lead and develop licensing colleagues in a contact centre environment whilst driving high standards of customer service and stakeholder engagement. You will oversee end to end delivery of licensing activities, monitor KPIs and provide coaching/mentoring support to colleagues to improve performance and productivity levels and to aid continuous improvement. Team overview The Spectrum Licensing team support consumers to legally and responsibly utilise spectrum within the UK through the issuing of Wireless Telegraphy Act licences. The team provide a high standard of customer service to thousands of consumers across multiple products, including Business Radio, Ships Radio, Amateur Radio as well as many others. Requirements of the Role Lead and develop Licensing Associates by setting and reviewing smart objectives, conducting 1:1 sessions and providing regular coaching/mentoring support. Colleague engagement and development, building an inclusive environment for colleagues to thrive. Proactively manage productivity, monitoring KPIs and targeting poor performance. Stakeholder management, dealing with conflict, managing expectation and supporting service delivery. Programmatic activity planning, resource allocation and management. Effective collaboration, working with other teams and colleagues to enable service excellence. Supporting colleagues with business as usual activities as and when required. Performance and productivity (MI) reporting to Senior Management. Any other duties to support the delivery of Spectrum Licesning services. Skills, knowledge and experience Active leadership, ability to engage and motivate colleagues whilst managing performance and productivity. Relationship Management, ability to engage with others and forge professional connections and affiliations. Communication, ability to inform and engage at all levels on both an oral and written basis. Organisation and prioritisation, ability to work in a fast-paced environment to time critical deadlines. Data analysis, monitoring trends to aid continuous improvement Understanding of spectrum engineering practices is desireable Qualifications GCSE Maths (or equivalent) GCSE English (or equivalent)