Job Description

• Manage performance of your team to achieve performance targets / KPI's
• Promote the development and engagement of staff by providing quality training, coaching and guidance in the acquisition of hard and soft skills,
• Promote the benefits of on-line dev. zone training
• Deliver exemplary customer service through your team by the provision of daily support/feedback/coaching and regular reviews for your team of Sales/Retention Agents
• To deal effectively with all cancellation, collection, billing and documentation queries
• Understand all Company's products, services, procedures and guidelines and effectively communicate to your team
• Support and comply with forecasts and budgets for the call Centre
• Call monitoring/Coaching to ensure quality and compliance standards are adhered to
• Facilitate and organize training sessions for all agents and participate in recruitment of new call Centre agents
• Recommend initiatives to enhance job performance at the call Centre
• Submit relevant MI data to improve performance at the Centre
• Ensure that customers are treated fairly.

Required Knowledge, Skills, and Abilities

Soft Skills: Empathetic. Communicates confidently and clearly. Flex their personality style whilst remaining professional. Asks open questions to identify the issue/fault. Be collaborative with your team and wider colleagues. Customer Service Ethics: Passion for delivering the best customer service. Take ownership of the issue/fault. Treating Customers Fairly (TCF). Resilient: Works well under pressure. Handles constructive feedback. Ability to bounce-back from challenging conversations/situations. Ability to multi-task - inbound/outbound/email/admin. People Management: Absence Management. Recruitment and Interviewing Skills. Performance Management; including Goal Setting and Coaching Skills. Onboarding. Employee training experience including coaching on both technical & soft skills. Be a good guy and communicate well with our people and customers. Be naturally curious and understand complex issues. Be creative in finding ways to solve issues or envisioning problems. Be able to contribute in building something great. Take Responsibility - for our customers, for yourself, for team, for tasks and help to build something great. Insurance products - Terms & conditions of the customers policies. Product Knowledge Boilers. Radiators/taps/electrics. Advocate of the Customer. Advocate of the Brand.