B&Q Team Manager

What we’re looking for
                         

We have an exciting opportunity for a Customer Service Team manager to lead our team of Customer Care Advisors in providing day-to-day community management services on behalf of our client, the UK’s leading Home Improvement retailer, within our state of the art contact centre in Clydebank.

As a Team Manager, you’ll be responsible for the performance and leadership of the team. You’ll coach, develop, lead and motivate your team to achieve their targets through effective performance management, whilst creating an open, honest, fair and engaging team environment.

Through using the tools and data supplied, you’ll identify areas for improvement within your team and set objectives and targets on achieving these improvements and assist in providing insights for our client.

Working closely with the Operations Manager, you’ll help build and maintain a positive, effective and successful relationship with our client at all levels.

What to expect
                         

As a Team Manager, you will be responsible for the performance and leadership of a team of advisors, and your main focus will be the development and leadership of your team in achieving their results.

You will coach, develop, lead and motivate your team to achieve their targets through effective performance management, whilst creating an open, honest, fair and engaging team environment.

The Team Manager role is hands on, you will not be desk bound but will be in the midst of your team on a daily basis. Through using tools and data supplied, you will identify a need for improvement within your team and set objectives and targets on achieving these improvements.

Your main tasks and duties will include, but are not limited to the below:

• Delivery of KPI’s through effective management of your team
• Lead, motivate and develop the team
• Conduct monthly, quarterly and annual performance evaluations
• Monitor department performance and contribute to the achievement of team results
• Handle escalated customer interactions if required
• Analyse data to establish performance improvement areas
• Participate actively in recruitment activities
• Manage individual performance, absence or disciplinary issues as an example
• Support Learning and Development with training and ongoing development of your team

You
                         

In addition to the above, this role requires a leader who can demonstrate the below:

• Your excellent communication skills in varying circumstances, tailored to your audience
• You thrive on being involved with your team and are a hands-on leader
• Developing others is vital to the success of your team and ultimately you
• That results are important to you and you will always work to deliver the best results
• Professionalism, fairness and consistency at all times

The Benefits
                         

• Site concierge service
• Free car parking on site
• Pop up shop discounts
• Employee discount scheme
• Client discount schemes
• Extra day holiday for your birthday!
• Annual awards ceremony
• Access to various learning and development programmes

Up for the challenge?
                         

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.