MERJE Ltd Hiring for Team Manager at York Full Time

Team Manager

York (Hybrid)

Up to £35000 + Bonus upto 22.5%

We have a fantastic opportunity for a Team Manager who thrives delivering great customer outcomes whilst meeting the needs of our people and business. As a Service Delivery people leader, you will be responsible for managing a team of Experts in the customer experience centre to drive world class sales and service. Leading from the front, you will be responsible for building confidence and capability through quality coaching and development. You will create an environment of high energy and commitment where those that you lead demonstrate a ‘can do attitude’ and a willingness to put the customer at the heart of what they do. Your ability to lead, communicate effectively, organise and inspire others should be transferable regardless of the team so that you are able to provide support across the SD community. Service Delivery people leaders are responsible for embedding operating principles that help us meet the needs of our customers – ease of doing business and fast reliable turnarounds whether simple queries or complex underwriting. 

Key responsibilities 

Manage the work 

• Managing the workflow for all communication channels and platforms with a critical eye on the status at all times 

• Manage and flex resources throughout the day, week and month in order to achieve the performance objective and SLA’s 

• Act as a point of referral and escalation for customer queries and complex work issues 

• Drive, track, prioritise and capture benefits of process improvement and core system changes  

Drive performance 

• Achieve and strive to exceed all performance targets set for the team. Key performance indicators will range across a balanced business scorecard including revenue, service, productivity and quality. 

• Drive First Time Resolution for all customer interactions 

• Meet quality, conduct, regulatory and underwriting standards 

• Embed a culture of performance excellence by advocating and coaching against behavioural frameworks (ART or ELEVATE) 

Lead the people: 

• Deliver meaningful coaching and feedback to build sales, service and technical ability 

• Create a culture of ownership where you and those you lead act as if it is your business 

• Develop strong relationships with other teams across our business to ensure collaboration that supports continuous improvement 

• Ensure those you lead have the tools to do the job and receive local and business communications that allow them to feel informed, clear on the goals, strategy and the role they play 

• Take responsibility to deliver courageous conversations around behavioural and performance shortfalls including implementation of performance management 

Requirements

• Track record of coaching & developing people to achieve their full potential 

• Authentic desire to deliver service excellence, with a customer obsessed mindset 

• Strong organisation and prioritisation skills 

• Resilient, able to manage under pressure and balance team and stakeholder demands 

• Outstanding communication and interpersonal skills combined with a proven track record of relationship management 

• Experience in delivering performance and managing productivity of others 

• Strong influencing, negotiation and leadership skills 

• Solution orientated with the ability to problem solve and drive continuous improvement 

• Proficient in written and spoken English 

• Demonstrate capability to ‘challenge convention’ to think of new, innovative solutions and ways to solve problems.  

• Proven experience of leading a high performing team 

• Knowledge and experience of Insurance or Financial Services 

• Good analytical skills and able to analyse complex data with effective decision making in complex business/technical issues 

Benefits

• 25 days holiday plus banks (increases with service)
• Buy extra holidays
• Private medical/dental
• Share scheme
• Income protection
• Fitness scheme