Contact Centre Team Manager – Cheltenham

We are looking for a sales-focused individual who is analytical and possesses a solid grasp of commercial information associated to our sales operation. You will be a good communicator, able to confidently and clearly convey your strategy to members of the department to ensure your changes/improvements are executed & embedded effectively.

You will be a self-motivated, proactive professional, capable of spotting opportunities or challenges and putting appropriate measures in to address them. An entrepreneurial, innovative approach will be central to your success within this role.

Working within a Contact Centre environment where technology optimisation, customer ease and operational efficiency are the significant drivers. The role will have direct line responsibility for a team of front-line Customer Service Advisors (CSA’s) and will, in turn, report to a Trading Manager. They and their teams will provide support and services to new and existing customers over the phone and via the web.

What you will do as a Contact Centre Team Manager:

This is an overview and not an exhaustive list of responsibilities. Collaborating with your line manager, you will develop your own objectives but focus on all the following.

• Creating an engaging and supportive environment that encourages all to meet their potential
• Supporting recruitment and development of staff
• Providing a technical referral point for the team and be a subject matter expert when required within the department
• Ensure compliance with all regulatory requirements
• Provide appropriate control environment to protect against financial crime and actively minimise debt exposure
• Build positive relationships with across teams and contribute to a collaborative working environment
• Build positive relationships with Insurers and external stakeholders as required
• To produce management information, as required.
• Delivery of new business and retention budgets
• Influence over staff incentive schemes and target setting to ensure budget delivery
• Possessing comprehensive knowledge of all relevant business metrics, to assist with decision making and forecasting.

What we are looking for in our Contract Centre Team Manager:

Essential:

• Experience of working within a Contact Centre
• Experience of working with KPI’s and other measures for productivity, quality and effectiveness
• Experience of working in a regulated environment
• Customer focussed and outcome driven
• Strong people leadership skills with the ability to lead, motivate, coach and develop others
• Interpersonal skills, along with the ability to develop collaborative working relationships across teams
• Performance and KPI driven

Desirable Experience:

• Experience of leading/coaching teams to meet financial, operational, service and quality KPI’s within a volume processing/sales environment
• Experience of recruitment, development and performance management of teams
• Experience of working with internal and external stakeholders at all levels
• Experience of improving employee performance and driving consistency
• Experience of working within a regulated financial services environment
• Proficient with Microsoft Office applications and tools
• Experience in Insurance Broking
• Cert CII
• OGI / BrokerTech experience

#GEO #LI-NW1 #LI-Hybrid

IND01

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. 

Note to recruiters and employment agencies: We will not pay for unsolicited CVs from recruiters and employment agencies unless we have a signed agreement and have requested assistance, in writing, for a specific opening.

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