Team Manager - Customer Service

The job in a nutshell

Are you a contact centre team leader with experience in leading a customer service and complaints team through trend analysis of data and making recommendations for improvements? Are you able to lead customer service teams to achieve successful outcomes to ensure a satisfactory service is being provided?

If the answer to the above is yes, then we are very interested to hear from you.

We want to give each and every customer that contacts us an exceptional experience so you will be working with your team to constantly achieve this goal. Whether that be implementing plans based on customer data, monitoring sales to ensure they are compliant or offering support and guidance to ensure our KPIs are met, you will be integral to it all.

Skills and experience you’ll need to have

Ideally, you will have had experience of managing a customer service or sales team and have led by example, motivating and developing your team through coaching. Experience in the energy sector, whilst not essential, is preferred and you will also be able to demonstrate the following;

  • Five GCSEs (or equivalent) grade A* - C, including English and Maths
  • Strong knowledge of complaint handling and FCA/OffGem/Ombudsman regulations
  • Ability to work on own initiative and have a logical and methodical approach to work.
  • Being proactive with excellent organisational and time management skills.
  • Experience working to deadlines and SLA’s

What you’ll be responsible for

  • Manage and lead a team effectively to achieve department, team and individual goals.
  • Effectively manage performance in line with company values, reviewing performance regularly, provide ongoing feedback, agreeing objectives and encouraging development of all direct reports as well as dealing with any capability and conduct issues appropriately.
  • Gaining and maintaining a comprehensive knowledge of products, markets and competitors, sharing this with team members to ensure best advice is always given to customers.
  • Overseeing the activities and performance of your sales team by tracking sales goals, setting individual sales targets, and facilitate the ongoing training of your salespeople.
  • Offering regular coaching reviews to develop competency, confidence and commitment, ensuing development needs are identified and supported and correct recommendations are made.
  • Holding regular team meetings to communicate business changes and partnership performance, gather and provide constructive feedback and encourage teamwork
  • Supporting the recruitment and selection process, ensuring all new recruits have the required knowledge, skills, attitude and ‘fit’ the required standards of the role
  • Dealing with any customer issues that are escalated to above complaint assistance level.
  • Working in partnership with other members of the management team, ensuring all actions are aligned with overall business goals and strategy.
  • Provide regular and accurate management reports to the Group Head of Service to evidence performance and progress against individual, team and department goals.
  • Taking additional responsibilities as and when required by your manager.
  • Working within a quality framework to ensure full compliance in line with FCA guidelines.
  • Contribute to, and follow at all times, the firm’s policy on Treating Customers Fairly and be a role model for the company values.

Who you’ll be working with

  • Regularly liaises with the Compliance Department to gain guidance and support on quality assurance in relation to customer complaints.
  • Liaises with Relationship Mangers, Commercial, IT and Compliance to ensure resolution of issues/complaints. Determine root cause to mitigate future risk of recurrence.
  • Liaises with Marketing and PR to support campaigns, answering customer queries and feedback issues.
  • Updates Head of Service on a monthly basis on the progress of Customer Service Team member’s quality scores, highlighting issues and training requirements
  • Escalation of issues to Head of Business and Customer Services.

About us

 

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after a great utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings great energy deals from more suppliers than any other UK switching site to UK households and businesses.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

up to £27,000 plus benefits

Location:

Newport

Job Reference:

gocompare/TP/7540/247

Closing date:

1st November 2019

Working hours:

up to 37.5 per week

Go for it