Residential Contact Centre Team Manager Job in Nottingham City Centre NG1 6PG, Midlands UK

Job Purpose

Working with the Section Manager to maximise the contribution of the team ensuring achievement of overall Customer Service and Retail business objectives. In addition to ensuring your team deliver excellent service, your team will be required to maximise opportunities to promote our business in completing sales (or passing leads) for Energy and creating leads for our Property Services colleagues for Central Heating Care and for our Energy Efficiency colleagues with Cavity wall and Loft Insulation.

To actively manage and motivate individuals within the team, agreeing objectives and measures to deliver excellent customer service, having a full understanding of the ENERGY model and be able to demonstrate excellence in service and sales by using this approach. Managing the performance of your team in line with team, section and overall Contact Centre targets whilst ensuring we have measures in place to achieve our Sales and Service plans.

To maximise the capability of the team and to improve processes enabling prompt and efficient first time, problem resolution and promoting a culture of high energy levels, commitment to our plans and a passion to do the right thing for our customers – which will reflect in our NPS performance.

Our culture is built around catching people doing things right and positively recognising this with the aim that all colleagues will deliver above our benchmark standards in creating our Centre Of Excellence.

Key Activities    

Main responsibilities of role The post holder’s responsibilities include:

Lead, manage and motivate the team through high energy levels bto ensure objectives are achieved and the performance of individuals within the team are maximised

Be the principle owner of all communication from, into and within the team,

Support team members by answering calls alongside colleagues, sitting in side by side, remote call listening and ENERGY coaching and where appropriate pull on resources to maximise capability. Use the method of ABC coaching to pinpoint specific areas from improvement and create action plans for all team using this and other methods.

Identifying Value and Failure demand and helping to eliminate waste within our processes.

Helping team members with new systems and processes by floor walking, identifying system issues and providing guidance.

Acting on the system to continually improve first time resolution

Encourage responsibility, ownership and support amongst staff both throughout and beyond team.

Set individual performance and development plans, coach staff, identify training needs and develop action plans to meet agreed objectives and monitor performance in accordance with the E.ON performance management system.

Work within the One Way of Working framework and be able to evidence all activities are alive and thriving.

Key skill requirements

Essential:

A proven passion for customer service and delivery of results through people.

Experience of working in customer service environment.

A good understanding of the utility servicing business, systems, processes and policies.

Computer literate (Windows, Word, Excel)

Proven coaching skills.

Excellent communication skills.

Desirable:

Existing Team Manager experience or a pass at the Team Manager Assessment Centre.

Experience within a sales environment.

Any additional information

E.ON UK is committed to equal opportunities. .

This role is a secondment until the end of June 2012.

This role will involve working evening shifts between: 8am - 8pm Monday to Friday and –am – 6pm Saturday.

Those passing the initial sifting and testing stages may be invited to an assessment centre or interview.