Job Title: Customer Support – Team Manager 12 month FTC
Location: Preston (Channel Way). We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.
Salary: £40,000

YOUR SKILLS AND EXPERIENCES:

Essential:

• Operational service delivery experience
• Strong Contact Centre & Customer Service background
• Leading, Coaching and motivation of a team to achieve high standards of performance

Desirable:

• A broad knowledge of Shared Services processes and a good understanding of the processes and down-stream systems
• Knowledge of HR administration and policies

• Proactively plan, co-ordinate and monitor workload and across multiple technology platforms and allocate resource accordingly to meet SLA/metric requirements
• Building and developing effective and collaborative relationships with colleagues, customers and key stakeholders (across both the Business Units and the Centres of Excellence).
• Proactively review existing and develop new procedures and working methods to improve the effectiveness of the team
• Supporting continuous improvement projects and implementation of new processes within the Employee Service Centre (ESC) Team with consideration of wider Shared Services impacts
• Leading on the monthly reporting requirements for internal team performance and trends and for internal ESC Operations review/People Services Operations Review
• Utilising real-time insights to raise potential issues and problems relating to systems and processes as early as possible