Team Manager
£28,000.00 PA
West Bromwich
Hybrid/Home-working - you may be required to attend site for support, team building or team meetings.
Permanent, Full or Part time
At Serco, not only is the nature of the work we do important, everyone has a significant role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
If you're looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people to support and manage a diverse team of roles and experience, in a varying and fast-paced working environment. This includes day to day delivery, client expectations, KPIs and Serco polices & procedures, ensuring the requirements of the contract are met, safely, ethically and in line with Serco values. To monitor team performance at all levels supporting achievement of contractual SLAs, Service and Contract outcomes whilst ensuring the workplace is inclusive, engaging and fulfilling for our people.
There will be a 5-week training course with a mandatory 100% attendance.
What you will need to do the role
Experience of leading/coaching/managing
People management skills
Have experience in Customer Service
Effective communication at all levels, verbally and in writing
Self-motivation
Commercial awareness
Ability to lead and work as part of a diverse and inclusive team, support colleagues and promote excellent employee engagement
Ability to plan and organise time and tasks effectively
Performance focused with a desire to deliver an excellent customer service
Numeracy skills
Creative approach; able to generate ideas for service enhancements
English and Math GCSE level qualification or equivalent
The successful candidate will be required to carry out the following responsibilities, activities, and duties:
Achievement and maintenance of all SLA's and KPI's in line with contractual requirements, understanding financial implications and penalties.
Actively seeks suggestions and feedback around team performance
Advisor engagement and work as an advisor when required.
Attendance / facilitation appropriate client meetings: delivery of operational actions
Attendance / facilitation of appropriate team and / or peer meetings ensuring consistence and sharing best practise
Awareness of commercial contract, specifically day to day SLAs to support delivery
Build and maintain strong relationships internally and externally enabling identification of appropriate resource to support when required, e.g. finance / commercial, HR, Technology, recruitment agency
Continuous monitoring of agent activity to ensure performance measures are delivered.
Ensure individual and team completion of all mandatory training (LMS) and this is updated regularly.
Ensure services are managed to meet KPI standards in all areas on a strategic and daily real time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness and training targets.
Leads by example inspiring peers and team members alike to delivers team and personal objectives in line with commitments and obligations.
Make sure our people are safe and working safely, striving to eliminate or mitigate all health and safety risks
Manage customer complaints quickly and effectively.
Seek opportunities to improve operational performance and drive down costs without compromising service levels.
To deliver the recruitment, development and deployment of resources within and across the department to maintain a skilled and effective workforce to meet contractual obligations, in line with budget and capacity plan
To support the implementation of client projects and service improvements
Uses the Personal Development Review (PDR) framework, in place at the time. to manage performance and identify developmental needs of experience and new members of the team.
Working collaboratively with other Team Managers to deliver efficient operations and share best practice.
Take responsibility for one's own personal impact and development, focusing on increasing self-awareness as well as identify new areas for learning and profession development and creating learning opportunities