Employer:<\/b> Appcast Enterprise
\nSalary:<\/b>
\nDate Added:<\/b> 26\/04\/2024<\/p>\n
What you will do<\/b> <\/p>\n
The role is a key managerial position where you are responsible, as one of a cohort, for providing robust control and governance across Customer Services.<\/p>\n
You are expected to lead, guide and ensure the delivery of exceptional standards and performance within your team, adding expertise to other teams where needed.<\/p>\n
You are also expected to contribute towards customer experience initiatives and operational performance enhancements.<\/p>\n
This is an office-based position with our office located in Newton Heath, Manchester.<\/b><\/p>\n
Please note, this is a full-time position, working 5 days out of 7 including some weekends.<\/b><\/p>\n
What we offer<\/b><\/p>\n Competitive salary<\/p>\n<\/li>\n Paid holidays and sick pay<\/p>\n<\/li>\n Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products<\/p>\n<\/li>\n Extensive product and on the job\/cross training opportunities with outstanding resources available<\/p>\n<\/li>\n Encouraging and collaborative team environment<\/p>\n<\/li>\n Career development through various career ladders including Customer Service<\/p>\n<\/li>\n Dedication to safety through our Zero Harm policy<\/p>\n<\/li>\n Access to business resource groups<\/p>\n<\/li>\n Training on our company values<\/p>\n<\/li>\n<\/ul>\n How you will do it<\/b> <\/p>\n Deliver operational Contact Centre objectives, service levels and KPI performance<\/p>\n<\/li>\n Deliver and drive an improved customer experience<\/p>\n<\/li>\n Positively contribute to the budgetary performance of the Customer Service operation by maximising opportunities and minimising costs within your team<\/p>\n<\/li>\n Lead, engage and motivate your area of responsibility to optimise performance of both individuals and teams\u2019<\/p>\n<\/li>\n Lead, manage and monitor of operational teams and processes ensuring, they are compliant with internal and external governing standards<\/p>\n<\/li>\n Identify, build and maintain positive internal and external stakeholder relationships<\/p>\n<\/li>\n<\/ul>\n What we look for<\/b> <\/p>\n Contact centre experience<\/p>\n<\/li>\n Extensive experience of successfully driving performance through coaching<\/p>\n<\/li>\n Experience of facilitation both in small and large groups<\/p>\n<\/li>\n Ability to flex and deliver in a fast-paced environment.<\/p>\n<\/li>\n Ability to engage, challenge and influence.<\/p>\n<\/li>\n Attention to detail.<\/p>\n<\/li>\n Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example)<\/p>\n<\/li>\n Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement<\/p>\n<\/li>\n<\/ul>\n #LI-MS2<\/p>\n #LI-Onsite<\/p>\n Application Deadline:<\/b> 07\/06\/2024\n
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\nContract Type:<\/b> Permanent
\nSubmitted Applications:<\/b> 0<\/p>\n