Brakes Group

Customer Care Team Manager

30 May 2017
27 Jun 2017
Brakes Group
Business Sector
Food & Drink
Full Time
Contract Type
Contact Centre Team Manager

Job purpose
Responsible for leading and motivating a team of up to 15 Sales Advisors, Account Managers or Customer Care Advisors. The Team Manager is directly accountable for the recruitment, selection and ongoing performance and development of their team, leading a culture of empowerment where every sales and service opportunity is realised. The Team manager is the key communication link between advisors and the wider business, ensuring effective proactive communication across their team.

Responsible for the direct management and motivation of between 12 – 15 advisors, ensuring each individual is fully developed to their maximum potential.
Support the Operations Manager in delivering the strategic plan for the department, this may include participation in projects as required by the business.
Support and identify opportunities to improve revenue and customer experience.
Energise team to fully participate in incentives, promotions and process improvements, ensuring they understand clear goals.
This role will impact customers, contact centres, operations, field sales, sales and customer support and credit control so post holders will need to develop and maintain relationships with internal and external customers
The role will be a mixture of coaching, advisory, co-ordinating and delivering.
To be successful post holder will be required to explain goals and objectives clearly and deliver important messages to teams.
KPIs, aligned to our business objectives, will be set for each Team Manager depending on roles (Sales, Care or Account Mgt) incorporating sales, service, cost, employee engagement, customer satisfaction dimensions.

Role context
As a leader of Sales Advisors, Account Managers or Customer Care Advisors, who hold the day to day relationship with our customers your effectiveness will directly impact the perception that our customers hold of our company.
A set of company core values and behaviour skills form a framework for how we do business, you will be required to lead by example.
Promote working together as one team with our field sales, sales and customer support, accounts and operation colleagues.
Provide daily direction and communication to advisors so that customer calls are answered in a timely, efficient and knowledgeable manner.
Review advisors performance monthly, setting SMART objectives.
Perform monthly coaching sessions and one to ones with all advisors.
Implement performance improvement plans when objectives are not being met.
Undertake quality monitoring in line with customer function standards
Ensure all staff adhere to best practice policies including HR procedures and health and safety guidelines.
Effectively manage absence in accordance to Brakes Absence policy.
This is a full time position on a 5 out of 7 contract.

Principal accountabilities Leads and develops a highly motivated team of front line colleagues to deliver outstanding customer experiences 60% of time
Develop a highly motivated and engaged team, through effective recruitment, selection and performance management cycles (inc.annual reviews), ongoing coaching, communication and review
Supports the deployment of empowerment strategies with a focus on first contact resolution.
Deploys a regular and timely communication plan with teams to ensure they are fully informed of business strategy and results and clearly understand the role they play in achieving company and functional objectives, and progress against plans.
Drives a performance culture across the operation, including working closely with training and quality teams to ensure agreed standards are fully deployed and embedded throughout the function, active personal development planning and structured performance review process are in place
Analyse statistical data in order to develop and deploy action plans for improvement of teams and individuals
Takes ownership and accountability for the day to day operation within their team
The Team Manager will deputise for the Operations Manager in larger locations as required.

Strong brand ambassador and team player, working to deliver best results for Brakes and our customers 40% of time
Uses customer feedback to proactively identify improvement opportunities for greater customer satisfaction and loyalty
Works with peers to ensure service levels are maximised across teams and functions.
Drives efficiency and effectiveness by implementing robust plans for proactive improvement of customer satisfaction, complaint management, quality, accuracy, and first contact resolution
Proactively manage customer feedback exploring and sharing ideas to improve customer satisfaction
Identify opportunities to maximise contact with high value customers, reduce unnecessary calls and increase first contact resolution
Proactively communicate any escalations and business failures in line with escalation process and root cause analysis process
Establish and maintain strong and positive relationships with other areas of the business i.e. supply chain, credit control, marketing etc.
Act as a point of escalation for customers if needed
Represents customer service on business project teams

Knowledge, skills, experience and competencies

Minimum 2 years’ experience at team manager or supervisor level, ideally in a contact centre environment
Results Orientated – Confident, self-motivated and positive attitude with strong commercial awareness
A customer centric approach to business in all dealing with customers, peers, staff and suppliers
Ability to proactively give feedback and act on feedback given – Champions a coaching culture
Computer literacy, confident user of Microsoft Office applications, excel, word, PowerPoint etc
Excellent communication, influencing and negotiation skills, both written and verbal
Outstanding planning and organisational skills, with an ability to work under pressure and prioritise in a deadline driven environment
Role model Brakes values at all times
An ability to build and maintain good working relationships at all levels
Leads, inspires and promotes confidence within a Team
Exceptional customer handling skills and experience with strong problem solving capabilities
Strong team player, with a focus on continuous improvement, who embraces change

Key relationships
Team Managers
Operations managers
Corporate & Independent sales teams
Supply chain and operations teams