Job Ref: DJKG1264
Job Title: Team Manager (Contact Centre)
Location: Hertfordshire and the Greater London area
Salary/OTE: £33k to £35k (plus annual bonus)
Employment Type: Permanent
This is a fantastic opportunity for an experienced Team Manager to join an outstanding market leading organisation within a service environment.
As a Team Manager you will lead, motivate and manage the customer operations strategy and day to day management of second line technical support.
This role reports into the Senior Customer Operations Manager and you will manage a support team of 6 people.
As the Team Manager some of your responsibility will be to:
• Monitor escalations of situations, billing, technical and complaints
• Provide data and reporting of KPI’s and trends
• Develop relationships with key suppliers including improvement to drive delivery of approved changes
• Maintain an ongoing Service Improvement Plan
• Train, coach and mentor the hotline/service team and their career development
If you are interested in applying for this position, you will need to have experience in managing a service desk within a B2B environment and show exceptional team management, analytical and planning skills. Experience working within a regulated environment is important for this role along with a proven track record of developing and implementing continuous improvement both in process, technology and working practices.
The role operates Monday to Sunday with alternate weekends worked.
To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.