Coaching-Led Team Manager, Customer Experience

ArvatoConnect; Swansea; Presencial; GBP 38.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible Enhanced Family Leave Pay

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Vodaphone Discount

Descripción de la vacante

ArvatoConnect Swansea is seeking a Team Manager to lead a team of customer service advisors within a regulated financial services environment. You will provide direct coaching, set priorities, and use performance data to drive improvements while ensuring quality and compliance.

You'll work closely with Operations Management and support teams to convert priorities into actionable plans, developing staff and fostering an environment where colleagues can grow and perform at their best.

Formación

• Experience leading, supervising or managing people within a fast paced contact centre environment.
• Strong demonstrable experience coaching colleagues and supporting improvements in individual or team performance.
• Experience working with performance measures such as customer outcomes, quality, productivity, service levels or other operational KPIs.
• Experience handling day-to-day people and operational challenges, using sound judgement to reach appropriate outcomes.
• The ability to communicate clearly with colleagues and stakeholders and adapt your approach to different situations.

Responsabilidades

• Lead your team day-to-day, providing clear priorities, support and direction.
• Coach colleagues, using feedback, observations and performance insight to help them develop their capability.
• Manage team performance against agreed customer, quality, productivity and service measures.
• Create an inclusive team environment where colleagues understand expectations, take ownership and feel able to contribute.
• Use data and insight to identify performance trends, understand underlying issues and agree appropriate actions.
• Support your team to deliver positive and compliant customer outcomes within a regulated environment.
• Manage performance, attendance and colleague matters fairly and consistently, working with the appropriate support teams where required.
• Recognise good performance while addressing performance or capability concerns constructively and promptly.
• Work collaboratively with Quality & Training, Workforce Planning and other operational teams to understand priorities and support effective delivery.
• Help your team understand and adapt to changes in processes, technology or ways of working.
• Listen to colleague and customer feedback and identify opportunities to improve the customer and colleague experience.
• Support the development of talent within your team, helping colleagues build their skills and identify opportunities to progress.

Conocimientos

People leadership

Coaching

Performance metrics

Operational troubleshooting

Clear communication

Descripción del empleo

ArvatoConnect Swansea is seeking a Team Manager to lead a team of customer service advisors within a regulated financial services environment. You will provide direct coaching, set priorities, and use performance data to drive improvements while ensuring quality and compliance.

You'll work closely with Operations Management and support teams to convert priorities into actionable plans, developing staff and fostering an environment where colleagues can grow and perform at their best.