| Job Description : | Team Manager- Part Time- Evenings and Weekends
Hours: 18-25 hours per week
Salary: £22,000 - £35,000
Location: Manchester Job PurposeTo achieve business targets, customer service quality standards through effective management and motivation of the team. To support the Senior Customer Service Manager in the effective operation and development of service and to work in unison with other Team Managers ensuring a consistent approach to performance management and quality. Key Result Areas- Management of the team performance and development for maximum efficiency in meeting required business targets.
- To provide continual performance monitoring and man-management within the Team, ensuring delivery of company service standards and the resolution of any operational issues.
- Recruitment and retention of staff, ensuring delivery of training and smooth transition in to a ‘live’ environment.
- To interpret and produce relevant management information reporting team performance against quantity and quality targets, assessing for feedback of performance.
- To manage the interface and relationships with internal and external business contacts and partners and to resolve any escalated issues.
- Periodic Review meetings with New Business Team Leader responsible for New Business calls
- Follows company policies and procedures, plans and principles.
- Management and implementation of specific & Ad hoc projects as set by the Senior Customer Service Manager.
Direct Reports Senior Case Progressors
Customer Advisors as appropriate Dottted line reporting of New Business team in Allocation of work and target management Communications and working relationshipsInternal- New Business Team, Customer Service Managers, Centre Managers, Outsource Team Managers and other Directors and staff across all levels of CPL. External- CEAFS Branches CORE BEHAVIOURAL COMPETENCIESCOMMUNICATION Performance Dimension Writes, speaks and presents information effectively and persuasively Level 3- Persuasive Communicator - Clear and confident in talking to groups and individuals across different teams and at all levels.
- Presents information in a manner to influence – considering audience needs and anticipating reactions where established processes do not exist.
- Communicates the right things to the right people at the right time across a number of CPL areas.
- Listens and questions effectively to ensure understanding.
- Summarises key messages / options and checks for audience understanding across groups of mixed experience.
CUSTOMER AWARENESS Performance Dimension Understands, anticipates and meets the needs of others, whether they be internal or external customers Level 3- Builds Customer Satisfaction - Pulls out all the stops for the customer – co-ordinating the work of others to achieve required results.
- Monitors the quality of the total service delivered; acting on customer feedback received.
- Manages the customer expectations by providing all relevant information.
- Lives and effectively handles and resolves customer problem / issues with the customer.
- Delivers team promises
TEAM LEADERSHIP Performance Dimension Takes a role as a leader of other people, increasing the motivation of all team members to achieve business goals. Level 3- Builds the Team - Treats all team members consistently under all circumstances.
- Builds and maintains team motivation and spirit.
- Defines success, then measures, and shares output achieved.
- Demonstrates the link between CPL business goals and team goals by agreeing objectives that are challenging but realistic.
- Reviews and discusses individual’s progress against objectives regularly.
- Will manage and resolve poor performance fairly and firmly.
- Explains the rationale of major decisions gaining the commitment of others.
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