- Effectively manage workloads, quality, people and change.
- Be a role model and provide leadership ensuring team engagement and motivation.
- Manage a team of talented Agents to consistently provide exemplary service in all customer interactions.
- Manage the department’s workloads on a daily basis with quality meeting the companies’ standards.
- Take ownership of the team and department performance, including staff development, risk mitigation, team and personal knowledge and compliance.
- Seek to make continual improvements and ensure that changes are positively implemented.
- Be customer centric, focused on service and SLA delivery.
- Be driven to get the best out of their team, balancing understanding with deliverables.
- Be engaging and people focused, whilst being able to be firm when needed.
- Be able to follow complex procedures, processes and policies.
- Thrive under pressure.
- Be able to effectively manage priorities and departmental workloads.
- Have excellent communication and interpersonal skills.
- Proactively work on own initiative whilst being able to take direction constructively.
- 22 days annual leave plus bank holidays, increasing with service.
- Pension scheme.
- Private health insurance.
- Holiday purchase scheme.
- Personal LinkedIn Learning licence for access to thousands of training courses.
- Social events.