Team Manager

Posted on Jan 17, 2019 by Anonymous

Bournemouth, Dorset United Kingdom
Call Center & Customer Service
Immediate Start
£26k - £32k Annual
Full-Time
Vitality, Team Manager, Bournemouth, £26,000-£32,000 + Bonus + Benefits

Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business

- Bonus

- Our award winning private medical insurance

- A comprehensive flexible benefits scheme

- Stakeholder Pension Plan with employer contribution

- Vitality Partners and Rewards

As our Team Manager you will be responsible for the implementation of the Customer Services Business Plan and Change Programme through management of a team to provide excellent service which exceeds customer's expectations.

Responsibilities as our Team Manager include:

- Motivate the team to maintain high morale, low absenteeism and turnover

- Manage resources and prioritise workloads within the Department to ensure achievement of service standards

- Coach and support team members through regular 1:1 and bi-annual reviews

- Monitor team performance and output through use of volume and quality audit data

- Ensure quality staff are recruited into the department by effective interviewing and other recruitment tools

- Liaise with Learning and Development to ensure content of training materials and programmes is of maximum value to staff

- Represent the team and department on Projects and other ad hoc assignments

- Provide accurate management information reports on a regular basis

- Research and answer complex complaints referred from our Healthcare Associates

- Relevant briefings communicated to staff to ensure Company plans and procedural changes are cascaded

- Regularly updating own knowledge and monitoring teams knowledge of FSA regulations, company products, processes and procedures

- Face to face contact with customers, brokers and other parties as required by Sales

- Work with the Quality Co-ordinator and ATM to ensure Healthcare Associates receive coaching, development and technical support

Skills and Experience required of our Team Manager:

- Minimum of 5 years in a customer service environment, with 12-18 months at a supervisory level.

- Excellent planning and organisational skills.

- Excellent communication, coaching and feedback skills.

Working for Vitality as our Team Manager you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.

Closing Date: Wednesday 26th December 2018

If you feel you have the skills and experience to become our Team Manager please click 'apply' today

Reference: 620370855

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