Job Title: Team Manager

Location: Nailsea,Nr Bristol

Salary: upto £22,000

Working for our client who is prestigious and well known within their industry sector. Established in 1793, they specialise in the distribution of a particular product and have thousands of customers across the whole of the UK.

They are presently in the middle of an exciting period of growth and as a result they now require a Team Manager join the existing sales team.

Position in organisation: Reporting to Operations Manager - direct reports ­ approx 10 operators

Main purpose of job: To have day to day responsibility for the Sales Office team. This includes managing and motivating the team to achieve measurable key service standards, productivity levels and standards of quality.

Key responsibilities: To manage the sales office to ensure appropriate staff levels to meet the demand of incoming orders. This will involve close liaison with Marketing to establish what offers are planned and active and also managing the staff rota to cover peak times and holidays.

To ensure that department goals and standards are met on a daily basis and to effectively resolve customer and staff issues and complaints. This includes production and monitoring of key statistics along with resolving customer issues both on the phone and by mail.

To play a key role in the communication chain. To feedback any unresolved operational issues/problems regarding staff and or customers to the relevant managers. To feedback information to operators as required on a daily basis.

To have a thorough knowledge of procedures within the department and of standards and goals; and knowledge of company structure, key members of staff, company values and strategy. This will involve gaining a full understanding of the company processes and systems.

To identify ongoing training needs and to provide ongoing coaching and development of operators to achieve high quality calls, customer service and productivity.

To provide leadership and motivation for operators, creating an open, fair, enjoyable working atmosphere.

To talk to operators regarding disciplinary issues and to carry out appraisal and goal setting for team members and coaching in call handling.

To have a basic understanding (following training) of ACD telephony equipment, reporting and use of call flow technology.

Contact Sandy Hinks at CGA Personnel on 01275 874599