Team Manager - Customer Contact (Financial Services) - Essex

PSD Group
Basildon, UK
16 Oct 2019
30 Oct 2019
Contract Type
Full Time
I am currently recruiting for a Team Manager, preferably with a Financial Services background, to join my client in a great time of growth. You will be leading a team of between 15-25 agents to success by ensuring that that they deliver exceptional customer service.

Job Responsibilities

Managing the day to day operations of a collections and credit card contact centre while ensuring all accounts are collected in compliance with applicable regulations and internal performance standards to meet the monthly objectives.
  • Interface with varying levels of management, customers and staff while adhering to KPIs/SLAs
  • The Support of the team, which includes daily responsibility of coaching, motivation, monitoring, performance feedback and technical assistance and focusing on quality & productivity
  • Identify problems or issues in processes and the implement of solutions bringing bottom line results
  • Must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment working a team environment
  • Demonstrated oral and written communication skills are required
  • Personal computer experience is required. Uses computerized system for documentation, tracking performance, data gathering and/or troubleshooting
  • Using established procedures and working under limited to no direct supervision
  • Requires extensive coaching/developing skills and knowledge of company, products, and/or services.

About you
  • A natural motivator; you will understand what it takes to drive a team to succeed
  • Conducting regular effective performance reviews to daily team incentives you will be passionate, bold and resilient; pushing boundaries to be the best and enabling the team to learn and grow
  • Experience within a call centre environment dealing with both outbound and inbound calls
  • Have an analytical mind-set with strong attention to detail
  • Able to make decisions confidently even when facing changing priorities
  • An excellent communicator both verbally and written, with an ability to communicate clearly and coherently with all levels
  • Excellent understanding of what a great customer experience is and can coach and develop the team towards this goal

Due to the financial nature of the business all successful applicants will be subject to criminal & credit checks in line with the companies Reference Policy.


Barry Holmes, Consultant

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