Front Line Manager

Description:

Our customers are at the heart of everything we do. So we’re looking for someone to join us as a Front Line Manager to engage, motivate, and inspire their team to deliver great customer experiences. We value great people, so you’ll spend the majority of your time focused on coaching and developing your team, whilst managing their performance against department metrics.

What you’ll do

• Manage, engage and motivate a home-based team of 10-12 associates in our Complaints department

• Dedicate 80% of your time to coaching and developing your team

• Identify improvements that will support your area's progression, whilst empowering your team to adopt this mind-set

• Manage the team to deliver against performance metrics, with focus on maintaining performance levels

• Collaborate with other Front Line Managers to deliver shared goals and promote consistent people management

If you have a passion to lead and develop a talented team, whilst placing customer experience at the heart of everything you do, our Front Line Manager role could be for you!

What we’re looking for

• Previous experience managing a team in either a remote or office based contact centre environment

• Experience coaching a team to improve performance against KPIs and understand recognised coaching models

• A great communicator who is able to build trusted relationships with their team and stakeholders within the business

• Ability to identify and recommend solutions to improve processes and operational practice

• Managing your own workload whilst balancing the needs of your team and are resilient through periods of high workload