Contact Centre Manager Job in Croydon, Greater London

Contact Centre Manager Job in Croydon, Greater London. Apply for the latest Croydon, Greater London jobs in Accounting/Financial/Insurance.

Contact Centre Manager Job in Croydon, Greater London

Job Description
There will be the opportunity for hybrid working!

As Contact Centre Team Manager you will be responsible for the day to day management of a team of Customer Service Co-ordinators providing 24/7 support to client’s customers requiring medical assistance around the world.

You will be providing day to day support to your team, including coaching, on the job training, workforce planning, one to one meetings and appraisals. You will identify training requirements and, in co-operation with other relevant parts of the business, devise and implement strategies to address these needs.

You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer. You will ensure best practice and processes are utilised within the Medical team and are aligned with the customer being at the heart of our what we do.

You will support the delivery of strong case management for complex and high cost cases and work closely with our partners in Belgium and other departments across the business.

Hours: This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am and 10pm. Generally you will be working alternate weekends, with a requirement to cover holiday and absence as necessary.

You will:

* Have excellent communication skills which are essential when working in a shift environment

* Complete PDP for your team, understand career ambitions and aspirations and assist with future development

* Set SMART targets, spend time listening to calls and providing side by side feedback and guidance

* Ensure employee records are maintained and one-to-one meetings are delivered on time

* Deal with any employee relations issues which may arise

* Ensure high profile cases are managed and the correct parties are kept informed

* Handle all regulated complaints within the FCA complaint guidelines

About you:

* Experience of managing a team within a contact centre environment or similar

* Customer focused, results orientated and outcome driven

* Ability to work effectively within a team environment where some reports are working remotely 24/7

* Excellent leadership qualities & ability to delegate effectively

* Commercially aware

* Good standard of education

* Strong knowledge of Microsoft office/in-house bespoke systems

* Flexible and adaptable and happy to work shifts

Job Type: Permanent, Full Time
Location: Croydon, Greater London
Category: Accounting/Financial/Insurance
City: Croydon
County: Greater London
Country: United Kingdom
Salary: £31089/annum Plus 3.5K Annual Bonus
Benefits: Plus 3.5K Annual Bonus