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| Job Location | Halifax region |
| Education | Not Mentioned |
| Salary | 60.000 - 80.000 |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Contract |
Job title: Contact Centre Team ManagerDepartment: CustomerLocation: HalifaxHours: 37.5 hours per week 8.30am - 5pmSalary: Up to £35,000 dependent on experience + quarterly bonus We’re looking for a Team Manager to be part of our success story.**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies. **Great career development opportunities – grow with us. About the roleThis is a fantastic new role working within our Customer Team. As a Team Manager you will be responsible formanaging, motivating and supporting the Technical Claims Handlers to deliver a professional service, meet SLAs and meet or exceed customer and client expectations. With an emphasis on coaching and leading by example. Key responsibilities• Daily management of the team, including effective resource, demand and utilisation planning• Act as a point of escalation for any client and customer issues• Be customer facing, representing MRN in customer meetings and when dealing with customer escalations• Ensuring there is a good knowledge of the customer account and intricacies within the team to ensure excellent service is delivered. • Manage and take action on high volume enquiries, managing client expectations at all times• Provide strong leadership and direction• Review employee performance through daily monitoring and 121’s• Manage employees attendance, notify HR of trends and resolve issues in a timely manner• Identify training needs and plan accordingly• Drive performance by setting KPIs and analyse relevant performance data such as utilisation, active tasks, quality monitoring and implement corrective action where required• Conduct side by side coaching• Ensure communications and systems are regularly updated in line with Company procedure, including sickness, absence, working times and meetings• Report and provide updates on team performance including weekly targets and achievements to the Operations Manager, Customeramp; Repairer. • Adhere to all relevant regulatory rules and guidanceSkills and experience• Proven track record of large team management• Excellent written and verbal communication skills• Able to manage own time and workload of others• Ability to understand performance needs and coach individuals• Ability to analyse team and customer MIBenefits