Senior Team Manager – Contact Centre
We’re currently looking to recruit an experienced Senior Team Manager to work within our Contact Centre.
Our Customer Operations team provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers. The contact centre is responsible for managing all inbound and outbound communications from customers, retailers and players via telephone, Web chat, email Social Media and all other correspondence.
You will be responsible for ensuring all Contact Centre performance and quality service targets are achieved through effective team management
A bit about us -
Dynamic, pioneering and inspiring, Camelot transforms lives – of National Lottery winners, of the beneficiaries of the Good Causes, and of our staff. We’re licensed to run the National Lottery until 2023, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way. We run the world’s most successful lottery website and operate four of the UK’s biggest brands including Lotto and EuroMillions. Around 70% of the UK’s adult population play The National Lottery on a regular basis – greater reach than any other FMCG brand in the UK.
What you’ll be doing -
- Lead and develop Teams to exceed customer expectations.
- Manage, motivate and inspire Team Managers in line with the customer operations strategy
- Ensure all agreed departmental KPI’s, quality metrics and Gambling Commission compliance are achieved, resulting in an optimum level of service being delivered at all times.
- Ensure all people related tasks are completed as documented in company procedures.i.e. Goal Reviews, administration of the absence process, health and safety requirements.
- Develop team and individual goals in line with departmental objectives, communicate and re-enforce goals through team and individual communications.
- Champion and implement departmental process changes and effectively communicate the changes in the Contact Centre to ensure adherence
- Monitor team calls both measuring and improving the service provided by team members in order to meet agreed SLA’s.
- Manage service performance, monitor service levels and ensure teams meet agreed KPI’s providing a customer centric approach.
- Participate in process improvement and share best practice with other teams across Customer Operations and the wider business
- Understand Company wide objectives and work as part of a team to achieve them.
What you’ll need -
- Management Skills for a team of circa 35
- Excellent Interpersonal skills
- Knowledge of Microsoft Office; Word, Excel and Outlook
- Numerical, analytical & planning skills including the ability to read and manipulate spreadsheets to manage and control performance
- Experience of producing high quality reports and presentations for senior management.
- Self Motivated, Customer orientated, trustworthy and efficient.
- Able to make responsible and effective decisions.
- Good communication skills at all levels
- Strong people development skills
- Able to provide clear and strong direction to individuals and your team for future development.
What’s in it for you?
We will provide you with challenging projects together with the tools, equipment and support to give you the best possible chance of succeeding. Most importantly, we will give you the opportunity to work in a culture that is elite, energetic, and dynamic. Bring your passion, curiosity, talent and innovation to our team and we will give you an environment full of challenges to flourish in.
Please note
Our Contact Centre is open from 8am – 8pm Monday – Saturday and 9am – 5pm on Sundays so there will be some evening and weekend work involved.
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