Team Manager - Call Centre-Quality

View more Jobs by
The Smartlist
Reference
TSLJM1498
Sector
Customer Service
Salary
£30,000 Per Annum
Location
Peterborough
Job Type
Permanent/Full Time
Date Posted
15th May 2018

Job Description

LOCATION: Peterborough, Cambridgeshire

JOB TITLE: Team Manager - Quality

SALARY & BENEFITS: ££ CIRCA 30K DOE + Excellent Benefits

WORKING HOURS: Full time, Permanent (37.5 per week) Monday to Friday

THE COMPANY: based in Peterborough, Cambridgeshire, iGO4 is an innovative insurance broker working with a number of well-known brands to provide insurance services and solutions along with being leaders in the telematics markets.

THE ROLE: Team Manager - Quality, Peterborough, Cambridgeshire


Igo4 is looking for an experienced Team Manager to lead our enthusiastic and customer focussed Quality Team based in Peterborough. Join us as we continue on our journey to revolutionise the Customer Experience by introducing and developing our quality programme and using our people to design and deliver customer and people based initiatives.
Working as a key member of the Operations Team, your role will be to manage, motivate, and develop your team of Quality Assessors through effective performance management. Encouraging a learning, coaching, and feedback culture to drive continuous improvement in quality and customer satisfaction.
You will support the Operational Management Team to ensure customers are treated fairly and receive the right outcome across multiple contact channels whilst ensuring interactions are handled and monitored in accordance with FCA regulations.

ACCOUNTABILITY- Team Manager - Quality, Peterborough, Cambridgeshire
  • Working as a key member of the Operations Team, your role will be to manage, motivate, and develop your team of Quality Assessors through effective performance management. Encouraging a learning, coaching, and feedback culture to drive continuous improvement in quality and customer satisfaction.

  • You will support the Operational Management Team to ensure customers are treated fairly and receive the right outcome across multiple contact channels whilst ensuring interactions are handled and monitored in accordance with FCA regulations.

KEY CRITERIA- Team Manager - Quality, Peterborough, Cambridgeshire
  • People management experience in a Customer Service/ Financial Services/ environment
  • A passion for people development and an understanding of how to motivate, inspire, and lead your people to achieve the best experience possible for our customers
  • Experience of coaching and developing individuals to drive customer focus and continuous improvement
  • Experience of analysing management information and identifying areas for improvement
  • Comprehension of the importance of ensuring that all Agents operate in a compliant manner and with absolute integrity in accordance with FCA regulations
  • Ability to influence and be a team player who leads by example
  • Flexibility in occasional travel to other business sites

BENEFITS: Team Manager - Quality, Peterborough, Cambridgeshire

  • Company Pension Scheme 
  • Private Medical Insurance
  • Life Assurance
  • Employee Assistance Programme
  • Wide choice of flexible benefits including Childcare Vouchers and Holiday Trading
  • Shopping Discounts
  • 5 weeks holiday entitlement plus UK Bank Holidays and the ability to earn up to 5 additional days
  • Free Parking

This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits. 

Does this sound like you? If yes then please hit the apply now button.

You will then be sent to an online questionnaire to support your CV and application, please fill in the details and we will be in touch to advise you of the next steps.


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