Contact Centre Team Manager

Location: Datchet, Berkshire (Hybrid - Minimum 2 days onsite per week)

Permanent Role

In a world where change is constant, ArvatoConnect stands at the forefront of innovation. We partner with forward-thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting-edge, technology-driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

Future shapers. Experience makers

About the Role:

As a Team Manager, you will play a pivotal role in supporting our front-line agents. Your leadership and motivation will enable your team of advisors to perform at their highest quality standards, ensuring they meet all contractual service levels while delivering exceptional customer outcomes.

In this dynamic and fast-paced environment, flexibility and a passion for working with people are essential. You will manage both individual and team performance through top-notch coaching and feedback, identifying training needs and fostering a vibrant, open, and engaging workplace. Your commitment to ongoing personal development and continuous improvement will inspire your team members to excel.

As a role model, you will uphold adherence to client and ArvatoConnect policies, setting the standard for excellence. With comprehensive training provided during induction and continuous development opportunities, you will be equipped with the skills to effectively manage your team and contribute to the successful delivery of the client contract.

Join us and be part of a team that values growth, collaboration, and outstanding customer service.

What you'll do:

Team Management

• Holding team meetings
• Attendance Management - (sickness, attendance, approval of hours)
• Keeping guidance up to date for agents to use on calls.
• Mental health wellbeing - Conscious effort to prioritise wellbeing for your agents, acting as support.

Performance Management

• Monitoring of agent activity to ensure maximum productivity is achieved.
• Monthly 121 sessions - including probationary signoffs.
• Coaching and development in line with the Customer Service Quality Framework
• Ensure consistent high levels of call handling and call quality is met.
• Ensure staff productivity in a real time environment.

Continuous Improvement

• Identify improvements in the business and work closely with Ops Manager and CI team to implement.
• Audit work completed by staff to ensure adherence to processes

Customer Service

• Investigate and resolve contentious complaints with respect to customer
• Perform all duties in accordance with the law and Companies Quality and Procedures manuals. - Health and Safety & Equal Opportunities.
• Embody Arvato's key values for the good of the company and customers.

What you'll bring to the table:

• Strong written and verbal communication skills, with experience in coaching and managing teams, motivating staff to achieve high performance.
• Methodical approach to tasks, excellent planning and organisational abilities, and proficiency in MS Office.
• Passionate about delivering exceptional customer service, with strong commercial awareness and telephony skills.
• Skilled in addressing behavioural issues and resolving conflicts to maintain a positive team environment.
• Experienced in analysing trends, adhering to quality guidelines, and ensuring GDPR compliance.
• Committed to promoting well-being, diversity, and inclusion in the workplace.
• Experience working within a Business Process Outsourcing environment
• Management experience in a dynamic & fast paced environment
• FCA regulatory awareness especially focused on Consumer Duty
• Awareness of Consumer Credit Act
• Experience in the automotive industry

In return, we'll offer you:

• 25 days Holiday (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day) (Pro Rata)
• On-going core skills development
• Life assurance and access to a company pension scheme (after qualifying period) 
• Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
• An employee assistance programme to ensure your wellbeing
• A shuttle bus from the local train stations directly to our office
• Monthly employee-voted awards to recognise your achievements