Contact Centre Team Manager FTC

Beverley, North Humberside
Grafton Recruitment

Contact Centre Team Manager 18 Month FTC

Salary up to £30,500

Location: York

Hours: Full-time, 37.5 hours, Mon – Fri

Grafton Recruitment is delighted to be working with an established organisation based in York for a Contact Centre Team Manager to join their team supervising a medium-sized team of Customer Service Claims Advisors.

The ideal Team Manager:

Be fully accountable for your team of Claims Advisors within the Member Services department

Deliver an excellent member experience for all enquiries and queries, and authorise claims

Develop, coach, and lead your team to achieve set KPI’s

Manage the team, focusing on continuous improvement and efficiency

Ensure your team adheres to Quality Assurance processes

Collaborate with colleagues across the organisation to share best practise processes

Support organisational and departmental change, ensuring all team members are effectively engaged

The Person must have:

Be educated to a GCSE or A-Level grade

Experience managing a team within customer service or a contact centre

Demonstrable ability to manage within a target orientated environment

Proven ability of handling formal processes e.g. disciplinary, performance, managing attendance

Excellent communication skills, both written and verbal

Exceptional organisational and leadership skills, and able to problem solve

Able to handle complex queries and complaints in line with procedures

If you meet the above criteria, please apply directly by clicking the link or contact Chelsey Brewer on /