Team Manager - Bedford

Recruiter
Location
Bedford
Salary
Competitive
Posted
19 Jul 2016
Closes
11 Jan 2017
Ref
49465_6
Contract Type
Permanent
Hours
Full Time
Responsibilities
Join E.ON as a Team Manager and you'll be the link to the most important asset we have - our customers. You will support the E.ON Customer Operation's business strategy and goals of being No. 1 for Service.
 
You will lead, direct, support and motivate a high performing team of Customer Advisors that, through direct or indirect customer contact, will consistently put our customers first and build their trust. You will pro-actively seek opportunities to enhance operational performance and customer service, whilst creating value. As a Team Manager you will be responsible for ensuring that your team adhere to Compliance & Regulatory requirements whilst delivering key performance objectives and readily managing under performance.

Qualifications
Essential
  • Demonstrable experience working with in a large call centre environment.
  • Ability to lead a team of 10 or more Advisors to achieve common targets or goals for the organisation.
  • Proven ability of performance management and the delivery of results through people.
  • Proven coaching and performance management skills - managing and encouraging a team of people to deliver best in class customer service.
  • Ability to use MI (Management Information) to measure the delivery of performance of Advisors in the team and support the underlying demand of our customers.
  • Demonstrate best in class customer service as outlined in the service principles.
  • Ability to lead a team through on-going change.
  • Planning and organising skills for own workload to agreed deadlines and performance criteria.
  • Demonstrate communication skills - listening, empathy, building rapport with customers and influencing.
 
Desirable
  • Knowledge of utility industry, systems, processes and policies with a proven track record of delivering results in a fast-paced customer environment.
  • Possess knowledge of plans covering business continuity, health and safety and environment.
 
Additional Information
 
Due to the nature of this role a CRB (Criminal Record Bureau) check is required.

The role is located at our Bedford office, Caxton Road, Bedford, Bedfordshire, MK41 0EW.

For more information on reasonable adjustments please click here .