Team Manager
Location: Milton Keynes - Office Based
Salary: up to £45,000
About The Role:
As a Team Manager, you'll play a crucial role in driving operational excellence within the contact centre. You will inspire and motivate a team of contact centre colleagues, ensuring exceptional service and operational efficiency. Your passion for leadership and dedication to mentorship will create a high-performing, inclusive environment for colleagues to thrive.
Key Responsibilities:
- Lead and Inspire: Motivate and lead a team, fostering a culture of collaboration, growth and high performance.
- Operational Excellence: Ensure smooth daily operations, driving efficiency and adherence to KPIs/call handling standards.
- Mentorship & Development: Coach and develop your team, guiding them to reach their full potential while emphasising technical expertise and customer-centricity.
- Performance Management: Monitor and evaluate team performance, providing feedback, recognition, and support to consistently meet targets.
- Foster Trust & Inclusion: Build a work culture rooted in empathy, honesty and open communication, where every team member feels valued.
- Knowledge Mastery: Utilise your expertise to guide your team in delivering accurate, up-to-date information, ensuring compliance and operational standards are met.
- Data Management: Produce and analyse MI reports, using insights to drive customer experience improvements and performance enhancements.
- Communication: Deliver clear, inspiring messages that resonate with your team, fostering open dialogue and motivating them to achieve shared goals.
Key Attributes for Success:
- Customer-Centric Mindset: Commitment to understanding and enhancing customer satisfaction.
- Leadership Excellence: Proven track record in leading and inspiring teams.
- Mentorship Focus: Passion for developing others and fostering continuous learning.
- Operational Mastery: Strong background in managing contact centre operations and technology.
- Empathy & Communication: Ability to build trust, handle sensitive conversations and create an inclusive work environment.
- Expertise: In-depth knowledge of contact centre operations (insurance industry experience is ideal).
- Problem Solver: Proactive and innovative mindset focused on improving processes.
- Resilience & Emotional Intelligence: Ability to maintain composure under pressure, using emotional intelligence to support and manage team dynamics.
Benefits:
- 25 days holiday + 8 days Bank Holiday
- Company Pension contribution
- Enhanced holiday allowance scheme
- Enhanced maternity scheme
- Employee assistance programme 24/7
- Trained mental health champions
- Social events
- Access to discounts across multi-retailers