Maximus

This position involves responsibility for either a single or multiple client contracts within Connect Assist including for the daily operations, full management and continuous improvement of those contracts. This role is a busy and varied role requiring a highly professional approach from individuals who can lead by example.

You will be required to:

• To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders who are directing customer advisors
• To coach, develop and motivate the Team Leaders to monitor their team’s performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
• To ensure adherence to customer KPI's and SLA's are always adhered to
• To oversee effective management of 121's, meetings, appraisals and disciplinary process and recording in accordance with company policy
• To ensure adequate resource is available to meet customer and contract needs
• Hold regular meetings to review service or account with customer and resource any account requirements to ensure customer satisfaction for the accounts under personal authority. 
• Managing the daily running of the contact centre to the quality standard that the account requires
• The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery
• Liaising with Supervisors, Team Leaders, team members, external customers and other colleagues to gather information and resolve issues
• Following the Quality Management System, to improve quality and minimise errors
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Investigating the most complex customer complaints or enquiries and recommending resolution/system improvements
• Managing compliance to HR policies for contact centre staff
• Contribute to customer visits; both in Connect Assist and at customer premises
• Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of staff and the improvement of procedures and policies currently in place
• Developing constructive and cooperative working relationships with Team Leaders and any other relevant colleagues, sales/professional services etc
• Lead by example with regards to behaviours acting professionally at all times and driving
• Connect Assist’s culture
• Operate within and as a driver of a diverse, inclusive and supportive working environment
• Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
• Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

This role is expected to undertake the following responsibilities within the context of the ISMS:

• Reviewing and feeding back into policies
• Reviewing and feeding back into incidents, weaknesses, events and non-conformities
• Reviewing and agreeing follow up actions within the Risk Register
• Management of other roles, including ensuring that they are fulfilling their responsibilities
• Provision and allocation of resources and training, as required, to operate the ISMS

• Good standard of education
• At least 2 years of experience in a similar role
• Experience delivering a telephone and / or online based service
• Supervisory experience
• IT literate with full working knowledge of MS Office Suite planning and co-ordinating
• Ability to coach & develop staff
• Ability to deliver customer focused services
• Excellent communication and interpersonal skills
• Reflection and analytical skills
• Sound decision making