Customer Contact Team Manager, Permanent Job, Isle of Man

Job Description

Our client, an international banking organisation, is seeking a Customer Contact Team Manager to deliver successful customer and business outcomes by making sure that the unit is efficiently planned.

The Role...

You’ll be working to really understand what our customers need and actively review performance targets and help the team to identify trends and address areas of improvement. Your responsibilities will include:

Maintaining a diverse, happy and healthy team by conducting regular check-in's and holding development conversations
Ensuring the engagement and development of colleagues, making sure that a plan is in place for training and accreditation
Making sure that SLAs are achieved, using resources optimally and reducing costs where possible
Approving and maintaining up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making

About You...

You will have good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have:

An understanding of people processes and policies
The ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.
Experience of working in a financial services environment, with knowledge of the industry and its customers
Experience with a contact centre environment

The Reward...

You will receive a full time permanent contract, alongside:

Competitive salary
Company benefits package