Contact Centre Team Manager

Up to £30,000 + excellent benefits
11 Aug 2017
28 Aug 2017
Contract Type
Full Time
Contact Centre Team Manager
Location: Leek
Up to £30,000 + excellent benefits

Ajilon Technology (an Adecco staffing solutions brand) are seeking a number of highly skilled Quality Assurance Advisors to join their team on site with a Major UK Retail Bank.

Our client requires a number of Contact Centre Team Managers. The role will require you to lead, develop and motivate a PPI case handling team to deliver operational requirements in respect of complex PPI complaints including FOS and Executive and business driven PPI past business review, building effective capability to ensure case-handling objectives can be achieved, whilst continually achieving all quality, regulatory and procedural standards.

The role will require you to:

- Lead, develop, coach and motivate colleagues to ensure they are aware of, and capable, of delivering their case handling responsibilities and to ensure the creation and maintenance of an effective working climate and continued improvement ethos.
- To facilitate the continued development and maintenance of a centre of excellence for all matters relating to customer PPI complaints and PPI past business review.
- Plan, organise, oversee and monitor the activities against standards, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Ensure the resource available is maximised to achieve optimum efficiency and performance.
- To lead the effective delivery of PPI case handling across all team members while ensuring adherence to all regulatory requirements.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
- Carry out all required team management activities, including effectively implementing performance management processes.

To be considered you must be able to demonstrate:

- Strong and demonstrated people skills.
- Ability to lead, develop and motivate a team of people.
- Evidence of working to tight deadlines and ability to achieve results through others.
- Able to lead through process change and maintain control standards.
- Skilled in direct customer facing channels and able to manage others to deliver high standards of customer satisfaction.
- Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities.
- Working knowledge of complaint handling and regulatory requirements.
- Knowledge of complaint handling systems.
- Ideally knowledge of PPI product design and industry sales channels.

Ajilon are a global company with a rich history and a unique set of services across both people and technology services, Their aim to help our customers succeed in the ever-changing digital world by bringing together people and technology solutions to meet our customers' requirements.

For More Details please send your CV in today to the recruitment team

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