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Call Centre Team Manager

Post date: 03/06/2021

Closing date: 01/07/2021

Location: Hurricane Way, Norwich, Norfolk, England

Internal job ref: 03062021153033

Status: Full Time

At Anglian Home Improvements we are looking for a Team Manager to work in our custom built Call Centre based in Norwich. The Team Manager or Team Leader role is predominantly responsible for ensuring customers receive a professional and consistently high quality experience through effective leadership of their team.  The purpose of our Team Manger role is to motivate, coach and mentor team members, ensuring management of sales enquiries, upselling and cross selling opportunities are maximised, through our Right First Time ethos.

In addition to the core role you will provide support to the management team, implementing and contributing to the business strategy plan.

To reward this important role you will be offered a highly competitive salary and bonus opportunities of up to an extra £6k per annum or £500 bonus each month.  There will be opportunities for internal career progression as well as the option to upskill with a professional qualification.

There are a variety of benefits and perks in the group available to you, your well-being is important to us and we offer your birthday off each year, in addition to a generous annual leave entitlement.

What the Role is

  • Monitor calls and performance across the team and manage output effectively to develop team members effectively
  • Have an excellent understanding of the organisational products, services, procedure and guidelines and effectively communication and coach team members accordingly
  • Engage with team members to address any knowledge/ service issues and coach and develop accordingly to ensure best practice resulting in a high performing team
  • Carry out 1 to 1s on a regular basis ensuring that they are clearly documented, and team members clearly understand areas of development and delivery expectations.
  •  Act as CCM for weekend and evening shifts taking responsibility for the effective running of the Contact Centre and escalating issues as appropriate using excellent judgement and decision making 
  • Together with Workforce Management organise shift patterns to meet the requirements of the business
  • Create reports as required and interpret data appropriately ensuring that team members understand their impact on delivery of targets

 What We Need

  • Proven success leading, motivating and coaching a team in a call centre or similar work environment or equivalent qualification
  • A passion for coaching and mentoring , to ensure a offering a great customer experience through your team
  • A proven track record of meeting and exceeding targets in a customer focused environment
  • Confidence with regular reporting along with the ability to extract and interpret data
  • The ability to apply sound decision making and exercise good judgement
  • The ability to work with the call centre shift patterns, including planned evenings and weekends

 What We Offer

  • Highly Competitive Salary and Excellent Bonus , OTE up to £31k PA
  • Internal Progression and Personal Development and Training
  • A Wide Variety of Staff Benefits and Perks
  • Discounted Staff Purchase Scheme
  • 31 Days Holiday, including bank Hols, increasing with service

‘We are certified as a Covid-19 secure employer – having complied with Government’s guidance on managing the risk of Covid-19’

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