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Customer Resolution Team Manager
Job Posted: 14 hours ago
Salary: £ 30,000 - 30,000 / Annum
Job Type: Permanent
Location: Stratford-upon-Avon
Expire in: a month
Job Description
SF Recruitment have partnered with an organisation in Stratford upon Avon that are looking to recruit an experienced team manager/leader to join them on a permanent, hybrid basis.
Salary: £30,000
Working pattern: full time 40 hours per week, hybrid
The role will include leading, motivating and developing the team which will consist of 6-8 staff members.
The team is responsible for dealing with customers who are experiencing difficulties in making their
payments to our clients or resolving outstanding account issues, requiring a need for a customer focused
approach to resolve the account.
The type of work will involve negotiating the resolution of accounts and achieving the required results
within the guidelines given.
There will also be a requirement to handle various project work on an ad-hoc basis, contributing to various
factors that will enhance team and business performance. This may include new processes, with a view of
continuous improvement at all times, along with specific collection activity and investigatory work.
Responsibilities will include:
Co-ordinate and monitor work completion of all team members to ensure all work is carried out in
conjunction with department and client requirements.
Lead the team from the front and contribute to ensure all client and internal
SLAs/deadlines/targets are achieved.
Effectively motivate and coach team members in order to maximise performance, ensuring that all
staff work to their optimal capability, including holding regular meetings and one2one's.
Manage and monitor call volumes being received and made across the team including the
requirement to handle the expected volumes.
Complete regular call audits on all team members and attend call calibration sessions with our
Compliance team and/or Client(s).
Improve team performance through setting specific individual and team targets, highlighting any
issues for discussion with the Senior Operations Manager.
Perform quality checks on work output to ensure that work is of an acceptable standard and
completed in line with company processes and policies, for example call listening. Always ensuring
relevant feedback and follow up is completed in a timely manner.
Lead by example by showing both work standards and behaviours are of a high standard.
Pro-actively look to improve processes or a 'Customer journey' through root cause analysis in any
problem solving.
Provide first line management to Team members, which will include holiday management, sickness
management and being the initial escalation point for any issues and disciplinary matters.
Ensure any staff absence is covered so priority tasks are completed correctly.
Providing support to the department management as and when required.
Pro-actively look towards continual improvement or build a process when required.
Be a key contact for certain clients on a regular basis.
Attend, and have input in to meetings as required
To comply with the company's Quality Policy by following all QMS procedures and related work
instructions.
To co-operate in the operation of the company's health, safety and environmental management
systems.
Take reasonable steps to ensure the safety and security of data and be aware of information
security responsibilities to preserve data securely.
To comply with all legal, regulatory and statutory requirements.
To ensure the fair treatment of customers is central to all behaviour and activityBefore You Apply
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