Customers Services Team Manager

The Team Manager will take responsibility for the performance and management of a team of Customer Service colleagues.

The role requires excellent leadership skills to motivate and manage a team of colleagues and processes to deliver a high-performance customer service function.

Key Accountabilities and Main Responsibilities

• Manage the daily running of the department, meeting all operational requirements for debt uploads, DVLA requests & picture checks, scanning & uploading post, cancellations, reissues, web forms and written correspondence, together with other administration duties relevant to the team.
• Monitor automated system processes to ensure cases flow in accordance with expected strategy and do not stagnate or miss a process. Ensure correct actions are applied quickly and effectively where issues arise to minimise operational disruption.
• Support business changes to improve operational functions and efficiencies through all departments.
• Maintaining a fluid workflow and a consistent approach to always ensuring the department and its colleagues are efficient, effective, and productive.
• Drive performance within the department, specifically focusing on a dedicated team of individuals, meeting or exceeding expected targets and resolving issues which may get in the way of achieving this objective.  Support new departmental initiatives to drive performance across the board.
• Able to identify colleague behaviours, from daily interaction and close connection with team members as well as different data sources, adopting a proactive approach to constantly develop each colleague within the team, whilst working with the Customer Services Manager to develop strategies for improving performance both at a team and departmental level.
• Undertake regular 1-2-1 performance management support for a team of colleagues, ensuring the meetings are proactive, productive, and positive with colleagues feeling motivated to perform at their best and realise their potential.  Provide support, coaching and mentoring.
• Responsible for reporting data for the department, to ensure we are accurately reporting on all aspects of its performance.
• Maintain professional and effective relationships with other functions of the business to utilise their expertise and ensure the department is always working collectively and collaboratively to achieve targets and ensure compliance with ethical standards, company policy and procedure.
• Responsible for engaging and supporting colleagues with their health and wellbeing, providing mental health first aid support, and escalating to the Group Head of Customer Services where there are concerns.
• Report safeguarding concerns with the safeguarding team and escalating to the principal safeguarding officers if immediate response is required.
• Responsible for authorising, administering, and reviewing levels of sickness, absenteeism & holiday, maintaining accurate records of absences and adopting an approach to support agents, keep in touch and ensure department absence levels remain as low as possible.
• Assist other areas of the department as required.
• Change agent who readily adapts to change, proactively suggests ideas for improvement with experience of leading successful change initiatives.
• Excellent management and communications skills to influence a team and motivate them to achieve their team and personal best: Motivational manager, with a proven track record of coaching and mentoring others.
• Willing to “roll their sleeves up” to get things done, even in challenging circumstances with competing pressures and demands.
• Strives to improve performance and does not accept mediocrity or second best.
• Client focussed with a strong moral compass, values, ethics, and integrity:  open, honest, trustworthy, and dependable.
• Strong and effective team player with an inclusive and collaborative approach.
• Results driven, self-starter, highly motivated, high energy, positive attitude, flexible and adaptable.

Competency Requirements

• Change agent who readily adapts to change, proactively suggests ideas for improvement with experience of leading successful change initiatives. 
• Excellent management and communication skills to influence a team and motivate them to achieve their team and personal best. Motivational manager, with a proven track record of coaching and mentoring others. 
• Willing to 'roll their sleeves up' to get things done, even in challenging circumstances with competing pressures and demands.
• Strives to improve performance and does not accept mediocrity or second best. 
• Client focussed with a strong moral compass, values, ethics, and integrity: open, honest, trustworthy and dependable. 
• Strong and effective team player with an inclusive and collaborative approach.
• Results driven, self-starter, highly motivated, high energy, positive attitude, flexible and adaptable.