Customer Service Team Manager - Nightshift

Alarm Receiving Centre / Customer Service Team Manager - Nightshift

Newcastle - NE12 8BU

Full-time

Salary: £ 28,000 per annum + up to £2,800 per annum performance bonus

Working hours: 10pm - 7am, 40 hours per week, 4 on 2 off

Must be flexible with shifts as per business requirements

Holidays: 21 days holidays (increasing to 23 days after 1 years’ service) plus bank holidays

The role of an ARC Team Manager

• Manage and help Alarm Receiving Centre (ARC) Advisors to ensure the efficient running of the department and all work is undertaken in compliance with internal protocols and procedures.
• Assist in shift planning to ensure the department is fully staffed across the 24-hour, 365-day operational hours, managing even distribution of annual leave across the calendar year, managing peak demands whilst ensuring entitlements are accommodated.
• As ‘People Protecting People’, always maintaining high priority customer focus, taking initiative to manage and prioritise emergency situations, reacting quickly to increased alarm activity, deploying contingency plans to maximise alarm handling times.
• Manage unplanned absence in line with HR policies, taking ownership to reduce persistent unauthorised absence; conducting return to work meetings, welfare meetings, absence reviews, occupational health referrals and capability meetings as necessary.
• Conduct monthly meetings with team members to share updates, communicating changes to ensure maximum engagement, knowledge and business awareness
• Through monthly Touchpoints, conduct performance reviews with your team, manage any concerns in a timely manner, providing additional training and coaching.
• Ensure all new joiners are coached and given the tools to reach optimum performance in line with glide path targets to successfully pass probation, increasing average tenure of the workforce and retention of staff.
• Act with professionalism and integrity to ensure Alarm Receiving Centre employees demonstrate the correct behaviours in line with the Professionalism at Work and Code of Conduct, taking ownership to address concerns through the appropriate HR policies i.e. Disciplinary Policy, Grievance Policy, Harassment Policy etc.
• Conduct weekly call monitoring checks to ensure call quality is maintained above minimum standards, providing positive and developmental feedback
• Review NPS performance of the team and team members through Medallia, identifying areas of improvement and tailoring coaching accordingly to improve results, completing all actions associated with Detraction Management are completed within a timely manner.
• Growing the department, helping recruitment by conducting interviews and assessments centres to identify future ARC Ambassadors.
• Motivate and organise the team to always maintain a high level of productivity and quality service, ensuring daily performance targets and service levels are achieved whilst addressing areas for improvement. Ensuring a smooth handover of shift with a summary of performance and highlighting any actions / issues to colleagues, completing End of Day reports.
• Ensuring the safety and welfare of Alarm Receiving Centre staff at all times, being fully compliant with processes and procedures in line with Health & Safety guidelines.
• Conducting Ad-hoc activities relevant to the shift (as required)

Essential Skills & Attributes of an ARC Team Manager

• Experience of managing and motivating a team in a busy and vibrant enviro nment, driving high employee engagement
• Strong customer service skills and good personal communication skills including the ability to act with tactand diplomacy.
• Ability to assess and drive team performance and be proactive in implementing appropriate improvement plans as necessary.
• Proficient in all aspects of people management, including knowledge and experience of working with HR policies such as; absence management, disciplinary, grievance, performance management
• Articulate in written communication with letter writing skills and the ability to take accurate and factual minutes in meetings / formal hearings.
• Ability to communicate effectively across a wide and diverse audience, demonstrating the ability to influence others, collaborating with key stakeholders at all levels across the business.
• Excellent organisation skills and the ability to lead by example, learn and be adaptable to changes in procedures and technology.
• Proactive with the ability to assess risks and make timely decisions, providing firm and reasoned rationale for decisions taken, demonstrating responsibility and accountability.
• Ability to work under pressure, remain calm and lead others to act accordingly.
• Demonstrates the ability and willingness to take on additional tasks and duties
• Be a team-player as part of the ARC management team
• Act as a role model in all dealings with others, demonstrating a high standard of appearance and timekeeping, acting with professionalism.

Benefits :

• Birthdays Off
• Onsite Coffee Shop & Canteen
• Perk Box & Gym Flex Discounts
• Company Pension & Alarm Discount
• Private BUPA Healthcare & MediCash Plan
• Employee Referral Cash Rewards
• Enhanced Maternity & Paternity Schemes
• Free Parking (Subject to Permit)

About Us

Verisure is Europe's fastest-growing security company internationally. We protect more than 4 million families and businesses and support over 20,000 employees. Verisure is an equal opportunities employer. We encourage applicants from all backgrounds to apply. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help

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All employees must complete a DBS check, provided by Verisure to all successful candidates.