Operational Support Team Manager - Hybrid (walsall) - 40 Hours

Team Manager

We are currently recruiting for a new Team Manager to join our busy Operational Support Team based out of our Walsall site.

This is a fantastic opportunity to step into a key role within a dynamic and supportive environment.

Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating but its never dull!. You'll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

Applications are invited from the UK mainland only.

Salary: £30,600 (Full time, 40 hours)

Shift Pattern:

• Monday to Friday - 7.00 am to 3.30 pm (with a 30 minute unpaid lunch break each day)

• You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (actual days to be worked in the office to be agreed during the interview)

Holiday Entitlement - 25 days paid leave plus bank holidays each year

All the additional benefits that CET can offer you can be found on our careers page!

Reporting to Snr Ops Support Team Manager

Job Role

• To lead, coach and develop a team of Claim Managers to ensure that all metrics across Home Emergency department are met on a daily and weekly basis in order to meet our Service Level Agreement.
• To run team meetings, set goals and evaluate performance
• Recruit and on-board any new team members to the team
• Be a visible leader who manages the mood and culture of their team and therefore contributes to making CET a great place to work
• The team will consist of approximately 12 FTE, who will cover core operational hours on a fixed rota basis
• Be a brand ambassador for all our clients, working closely with the client services team.
• Ensure that H&S compliance and legal frameworks are always adhered to.

Role and Responsibilities

• Maintain Customer Service standards
• Ensure compliance with policy and procedures to ensure good customer outcomes
• Lead team members to meet or exceed operational service performance targets
• Develop an understanding of all customer / client feedback and utilise this intelligence to facilitate an excellent customer experience
• Manage and develop your team
• Ensuring your team members are achieving desired work outputs and taking corrective action, as needed.
• Maximise team capability through timely and effective planning, communication and objective setting
• Continually review the learning and development requirements for the team to motivate, engage and develops the team
• Promote a working environment that rewards performance, facilitates teamwork and encourages innovation
• Ensure all relevant communications, employees records and personnel data are updated and recorded in a timely manner
• Coaching your team to develop their understanding and ensure the customer is rescued from their situation. This will include a minimum level of claim audits across the month.
• Management of team attendance and review of rotas to ensure service levels are adhered to
• Maintaining Operational Standards and Business Performance
• Be the first point of contact for help, support and guidance
• Live management – ensure that claims are handled in an efficient, effective and timely manner in line with business targets and internally produced MI is used as a performance tool
• To proactively and positively support change initiatives across the team/ department

Essential and Desirable Skills

To be a brilliant Team Manager you MUST have

• Worked in a Service/Call Centre previously
• Must have good understanding of operational processes and procedures
• Ability to analyse information, reach conclusions and present findings
• Able to analyse data taken from our data rich MI environment, which you can then translate into continuous improvement activities
• Excellent IT skills including Microsoft Excel and Powerpoint
• Decisions making skills both tactical and operational
• To be proactive and make things happen
• Excellent people management skills
• Strong coaching and leadership skills, ability to motivate employees.
• Excellent relationship building skills
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Ability to mange expectations appropriately with internal and external parties as well as within the team you are managing
• Flexible
• Highly motivated
• Accountable for performance
• Collaborative
• Strong communication and interpersonal skills

At CET, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.