Front Line Manager

Description:

• 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

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

Where and how you'll work

This is a permanent position and will be based in our Nottingham offices. Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.