Team Manager (Customer Contact Centre)

Location:
Edinburgh
Department:
Customer Contact Centre
Salary Details:
£37,334.71
About The Role
Motability Operations Ltd will be opening a new office in Scotland and we are recruiting Team Managers who are passionate about delivering excellence in Customer Service. You will be a role model of our values and lead by example, championing the voice of the customer throughout the organisation. Inspire, lead, develop and motivate a team of customer advisors and specialists to meet and exceed performance targets.

Reporting into a Customer Services Manager, who will be based in Scotland, and also working closely with the Contact Centre General Manager.

You will demonstrate excellent customer service skills, putting customers first and using sound judgement and making decisions that will maximise customer satisfaction, creating a tailor made solution in a ‘one stop shop’ service.
About You
About You

We are looking for the following experience:
  • Someone that is passionate in developing a high performance culture that promotes empowerment and engagement of the team – so they are motivated to do their best
  • You will be managing individual and team performance against KPI's via regular performance reviews – offering continuous support, encouragement and development
  • Complete regular side-by-sides, 1-2-1’s and performance reviews, offering continuous support and development of a team of Advisors
  • Manage recruitment, absence, performance, and people processes in line with company policy
  • Play a key role in the development of MO’s digital and multi-channel offering
  • The ideal candidate will work in partnership with the Floor Manager to have the right people in the right place at the right time to meet our company targets
  • Champion a “one and done” ethos, where queries are resolved first time
  • Involvement in reviewing processes falling outside the “one and done” ethos and deliver solutions to help improve the service offered to customers
  • Actively represent the customer throughout the organisation, highlighting trends and drive through policy and process improvements
  • Work as part of a Customer Contact Centre management team with regular interaction, open and honest communication
  • This role is suited to someone who is able to implement and manage change effectively, whilst being open to new ideas and fresh approaches
  • You will need to understand business objectives and the importance of timescales and prioritisation
Please note, the minimum requirements of this role are:
  • Experience working in a Customer Contact Centre environment
  • Proven experience managing a team in a professional environment
  • Excellent customer service skills
  • Working knowledge of Microsoft Office and Outlook

Permanent 38 hour per week contract, working shifts within centre opening hours of 08:00-22:00 Monday to Friday, and 09:00-17:00 Saturday and Sunday

Start Date 19th August 2019

Salary £37,334.71
       

    About The Company
    At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 625,000 customers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

    Our values are at the heart of everything we do and our people demonstrate these values:
    • Empowerment
    • Empathy
    • Inclusion
    • Forward thinking
    • Excellence
    What’s on offer
    As a Motability Operations Ltd team member you can expect:
    • 28 days holiday in addition to bank holidays
    • 15% non-contributory pension after probation
    • Private healthcare
    • Life assurance
    • Season ticket loans
    • Voluntary benefits such as discounted car hire, roadside recovery membership, travel insurance, health checks and gym membership

    Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.