Business Manager

118 Limited
Cardiff (Caerdydd)
Competitive Salary and Bonus
13 Jul 2017
23 Jul 2017
Purpose & Scope Manage & guide Team Leaders and Sales through Service Advisors to achieve operational performance standards and deliver a first class service to our Customers. Increase the profitability of the business and promote a culture where customers are valued and always receive excellent service. Responsibilities - Ensure that standards of service a met and the business strategy is implemented to maintain appropriate levels of customer service. The metrics that are measured include NPS, sales, productivity, quality, compliance, service delivery, employee engagement, absence & attrition targets. Ensure development of your Direct Reports to create a strong talent success plan within the organisation - Implement a balance scorecard and develop a high performance culture focusing on performance, achievement and continuous improvement in all business results recognising the importance of service excellence and business acumen. Assess, maintain and develop your team's performance regularly to ensure they receive the appropriate training and coaching to fulfil their role - Shape & manage our culture in line with our vision and values, ensuring that the people strategy is at the heart of what we do - Provide strong change leadership, shaping & influencing change programmes as required and leading the Customer Service Change Agenda. This involves planning, co-ordinating, managing and delivering business based projects reflective of strategic goals - Identify improvements and implement to the wider team and stakeholders to improve the business - Deputise for the Call Centre Manager, managing the operational relationship with the client and stakeholders - Establish industry lead levels of customer service by utilising data to create customer insight, deliver loyalty and enhance the service proposition - Manage operational and regulatory risks, escalating as appropriate and support your team to deliver TCF customer outcomes - Ensure customer related information systems are operated to the required standard to maintain accurate and secure records - Ensure the team understand and adhere to the Company and departmental standards, policies & procedures - Develop long term strategic goals to support continuous delivery within timescales and present to director level and client - Lead a team within the customer sales operation, developing and coaching a team of Managers to ensure that customer and our wider business strategy is delivered within time, cost and quality - Select, recruit and induct Advisors and Team Leaders into the team and set clear objectives, targets and development plans for all team members. Ensuring the site has adequate resources (including contingency arrangements) to meet our customer commitments. - Adhere to the competence and training procedures, in particular, promoting a culture where customers are treated fairly and are properly informed Requirements: SKILLS: - Strong relationship management and interpersonal skills - Previous experience driving sales performance - Experience managing and leading a team of people - Exemplary coaching and facilitating skills - The ability to make decisions based on MI, balancing customer, business and employee requirements - Open to challenging previous assumptions and think laterally - Demonstrate resilience in dealing with setbacks - Possess drive, skills and attitude to work autonomously with a passion to drive the business forwar - Enjoy working in a fast paced environment where immediate decisions, actions and delivery are essential - Excellent written & verbal communication skills EXPERIENCE: - Proven record of working within a sales environment - Evidence of working within a FCA Compliant environment would be advantageous - Customer Service experience, including management of a large number of front line employees and Line Managers - Strong background in sales through service environment - Proven track record of managing teams to achieve goals and financial objectives including excellence in customer satisfaction - Strong commercial business acumen with the ability to manage for value, to include understanding the external market and our customers