With a passion for people and customers, the customer facing team manager must develop, engage and motivate their team to deliver service excellence in line with the service vision and ensure that customer queries are resolved 1st time every time.
Key Accountabilities
Contribute to the delivery of the service vision through observing and coaching all team members to deliver outstanding service, get it right first time and maximise revenue opportunities.
Reward and recognise excellence in customer service delivery and take opportunities to celebrate success with the team
Drive high performance through creating and executing team performance
Improvement strategies and plans and delivering value through the performance review mechanisms within the performance management framework
Be absolutely present with the team and drive team performance through utilisation of buzz sessions, team meetings and incentives
Create a work environment where people can develop and succeed through quarterly development planning sessions with each team member
Take responsibility for maintaining a high level of technical competence in order to take calls on a regular basis and resolve customer escalations
Provide clear objectives that align with the balanced scorecard and drive motivation and commitment to achievement through constant communication and positioning with the team
Keep abreast of company information and developments in the wider contact centre industry in order to contribute new ideas that will deliver business value
Work with resourcing and planning to proactively manage real time adherence to schedule and respond quickly to peaks and troughs in performance
Take a disciplined approach to the tracking, maintenance and administration of all policy and procedure relating to people and business process
Take time to understand the end to end service experience and champion the customer across departmental boundaries to resolve issues and initiate improvement
Person Specification
Experience in a contact centre sales or service environment
Experience of operating within an environment of service excellence
Experience in working within a high performance environment with the necessary skills to tightly manage performance
Experience in leading, managing and motivating a team
These are the Centrica Competencies required for the role
Creates a compelling future
Generates enthusiasm for the DYNO vision and understands future direction
Keeps in mind business context when managing the team on a day to day basis
Uses consistent and aligned performance metrics
Inspires others to achieve
Sets clear performance expectations and engages and motivates team and colleagues to deliver
Creates energy within the centre and inspires the team to achieve
Inspires trust and delivers on commitments
Develops and coaches the team to perform to their best
Putting our customers first
Looks for ways to improve service and works across teams to champion the customer experience
Regularly interacts with customers and is a role model for delivering outstanding service
Coaches team to deliver outstanding customer service
Delivers great performance
Achieves expected levels of performance, or proactively creates strategies to address potential areas of under performance
Deals with performance issues quickly
Maintains constant focus on all areas of the scorecard for performance and demonstrates resilience when facing challenging situations
Learns and shares knowledge
Seeks advice, acknowledges mistakes, applies lessons learned and collaborates to bring best practice to the team
Proactively develops personal and technical skills in order to deliver over and above expectation
Travel - Infrequent Travel, potentially to Oldbury
PLEASE APPLY ONLINE
by hitting the Apply button. Please upload your cover letter and CV as one document. This role will close on Monday 4th July 2012
Applications will
ONLY
be accepted via the 'Apply' button
To request an update on this role,or if you have any problems uploading your CV please email Karen.hutcheson@britishgas.co.uk typing 'Update Required:Team Manager (BG8711) in the subject title.
This role is being handled by the Centrica recruitment team and
NO
agency contact is required. British Gas - 11 months ago
