Job Description
TEAM MANAGER
Do you want to join a growing, National Award-winning company?
Can you answer yes to the following?
- I have a can-do attitude
- I’m passionate about delivering excellent customer service
- I love the idea of being able to help people
- I'm full of enthusiasm, drive, and ideas
- I can lead a successful team
- I thrive on responsibility
- I can complete a task with accuracy and have a thorough approach with close attention to detail.
- I’m keen to join an exciting and growing business that consistently delivers high standards
- I’m ready to join an award-winning business that will recognise my contribution
Then you sound like a perfect match for Sonex Financial! We’re a fast-growing business, part of the multi-award-winning Lantern Group, and have a great opportunity for you to join our highly experienced customer service team based in Cardiff.
You will be overseeing Team Leaders and departments to help customers receive a service delivered with care, empathy and understanding is what you’ll be doing. In return, you’ll receive a very competitive salary and an amazing benefits package, and become part of a team that works hard, but still makes time for fun together.
If you want to make difference and leave work each day knowing you’ve helped customers requiring a ‘human touch’ to find the right solution during a difficult time, then Sonex Financial is the place for you!!
Who are we?
Sonex Financial is part of the Lantern Group, who’ve proudly achieved GOLD awards from both Investors in People and Investor in Customers for several years in succession!
Sonex is an award-winning Customer Management company, recognised for doing things differently and being the specialist in our sector. We partner with a number of the big energy and utility providers, helping their customers, experiencing financial vulnerability, find the right solution based on their personal circumstances.
About the role
As our Team Manager, you will oversee a group of Team Leaders and their teams. You will have outstanding administration and communications skills. You will be expected to be a conceptual thinker with superb organisational skills and time management skills. You must be reliable and accurately follow instructions with the ability to multitask in a fast-paced environment.
There will be the expectation for you to be able to act proactively to ensure smooth team operations and effective collaboration.
Your day-to-day duties will include;
- Ensuring customers are happy and satisfied, and their issues are fixed quickly and completely: This will involve organising teams around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
- Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping customers.
- Leading, coaching and supporting your staff to achieve their personal, professional and performance goals
- Holding weekly feedback and development sessions with the individuals in your team, along with team-meetings and daily huddles
- Empowering others to spot opportunities to make a difference to customers and Sonex ways of working
- Using data to spot trends and understand performance gaps
- Building staff knowledge around complex issues
- Leading and taking ownership for managing all business changes within your teams
- Regularly reviewing the quality of your team's customer interactions to identify areas of potential improvement, both individually and structurally
- Motivational – we're growing fast and need to make sure our team stays engaged during challenging periods of demand.
We’ll give you the best start in your role, we will show you the Sonex way. This includes up to 6-weeks training and coaching to get you started and provide you with everything you need to succeed.
Previous Manager/Team Leader call centre experience is essential.
Our perfect candidate is
· Able to demonstrate strong communication skills and an excellent telephone manner
· Reliable, trustworthy, discreet, and professional
· An active listener who pays close attention to detail
· Have the ability to build and maintain excellent and credible relationships with managers and employees
· Support with Learning & Development of staff
· Support the Management Team with all aspects of appraisals/investigation/disciplinary meetings/one to one reviews/quality assurance checks
· Ability to deliver feedback on QA findings
· Recognise and reward team members that are excelling
· Setting clear team goals
· Liaise with our external clients as and when required
· Daily reporting tasks and agent stats as and when required
· Support the team with Inbound & Outbound calls to ensure our clients’ expectations are adhered to
· Be an escalation point within the team for complex queries and complaints
· Other tasks and responsibilities as required
· Self-motivated, with an enthusiasm to learn, develop and grow
· Able to work independently as well as part of a team
· Working experience of Microsoft Office / 365
· Previous Manager/Team Leader experience is essential
In return we offer
- Salary upto £30,000 per annum
- Up to 10% of your annual salary in bonus
- Internal recognition schemes with financial award
- Reward Hub - Employee discount and well-being scheme
- Work based pension
- 30 days holidays (including public holidays)
- Summer and Christmas Parties
- Work social events
- Smart casual dress code
- Overtime opportunities
- Refer a Friend Scheme - £200 for each successful referral
- Great training, lots of support and become part of a friendly team, that recognises and rewards high performance and career progression opportunities.
Does this sound like something you would love to do? If so, click the apply button!
At Sonex, we want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves. We welcome, consider and encourage applications from anyone that shares this passion.
All offers of employment are subject to background and vetting checks.
Job Type: Full-time
Salary: £28,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Gym membership
- Store discount
- Wellness programme
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
Ability to commute/relocate:
- Cardiff: reliably commute or plan to relocate before starting work (required)
Work Location: One location
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