Job Description & How to Apply Below
We’re looking for a proactive and supportive leader to take ownership of the day-to-day running of the team, ensuring excellent customer service, strong technical standards and consistent delivery against SLAs.You’ll play a key role in coaching and developing colleagues, managing performance, improving processes and keeping the team focused on its goals, while creating a positive, calm and accountable working environment.
If you enjoy developing people while keeping a close eye on operational performance, this could be a great next step.
What will your day look like:
General Standards Manage Service Level Agreements in terms of Telephone answer rates
Understand and implement office standards
Understand and implement company and industry procedures around compliance
Understand individual Delegated Authority Agreements Understand and agree targets
Understand the principle of Treating Customers Fairly Daily Set up of own team, taking into account targets set and current business needs
Ensure all groups are exceeding SLA’s on telephony, providing daily reports to track trends, identify areas for improvement and feedback to team Adhere to and promote the required office standards Highlight problems and propose beneficial changes to systems and procedures Adhere to terms and conditions of Delegated Authority Agreements Adhere to the principle of Treating Customers Fairly Responsible for messaging to own team and ensuring all team members understand and comply with message
Technical Standards Ensure appropriate levels of quality exists within MCLEnsure technical accuracy
Support team with ad hoc queries and ensure all technical referrals presented are answered via coaching and mentoring the individuals
People Management Perform monthly one to ones with all team members, setting clear objectives Provide team members with the correct tools to complete annual PDRs through support and coaching
Perform daily ‘set up’ of the team Ensure teams or individual team members Bradford factor does not exceed the company accepted standard of 70.Working closely with the Team leader ensuring all team members are performing in line with their own job specification
Ensure all new starters are inducted into the business and specific unit, in line with the probation pack Ensure all business incentives, employee recognition, and available training is utilised and promoted to all team members
Manage rotas and holidays / other leave, ensuring adequate cover at all times
Work closely with the Team Leader to ensure there are no backlogs and the team are in SLAEnsure all are documented and retained
Ensure all teams members understand their targets/ objectives for the day / week / month, via effective communication – verbal and written Introduce Attendance Improvement Plans for individuals where absence levels are not met. Introduce Performance Improvement Plan for individuals whose performance levels are falling short of what’s expected
Vocalised and documented in reviews
Behavioural Standards Create a calm working environment Approachable and Supportive Assertive- hold team and individuals accountable Treat each team member as an individual Ensure effective communication – verbal and email
Deal with any ad hoc issues raised Adapt to individuals learning styles and preferred method of communication Reward and recognition Personal Development Take ownership of personal development
Completion of required Accelerate courses in accordance with your current level Collate evidence of working towards next level Prepare for monthly one to ones and PDRs Projects/ Adhoc Support Head of MCL with Daily tasks Produce Monthly MI reports for Head of MCL…
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