Do you have a passion for leading Sales & Retentions teams to success? Do you enjoy solving problems and providing solutions? If so, we want to hear from you.
We have an opportunity for an experienced Team Leader to join our Sales & Retention Team on a full time, permanent basis.
You’ll be working 37.5 hours per week, working Monday to Friday 9am-5pm
This role is working on a hybrid basis. You’ll spend time in our office around 2 days per week with your team, and the remainder of your week at home. Whilst working from home, you should have a suitable private set up to enable you to work from home for the duration of your shift.
Job Title
Sales Team Manager - Hybrid Working
Job Description
What you’ll be doing: You’ll supervise the day to day activities of a team of Sales & Retentions Advisors within the customer service operation and provide support to the Service Delivery Manager to ensure a culture of high performance, accountability and continuous improvement.
You will have the opportunity to learn new skills, grow your career, and work in a fun and supportive environment.
Some Of Your Duties Will Include
- Managing, coaching and developing a team of Sales & Retentions Advisors and team coaches to deliver excellent customer service
- Achieving the attrition, absence and adherence targets
- Ensuring accurate payroll management and minimising administration errors and overpayments
- Working with team members to achieve client led sales and retention targets and customer satisfaction KPI's, always adhering to principles around customer service and vulnerability. Coaching and developing the team to deliver excellent customer service
- Managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience
- Driving employee engagement
- Ensure all KPI’s are met and adhered to
- Adhering to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.
What We’re Looking For
- Previous experience within a similar role managing a team of Sales & Retentions Advisors within a contact centre operation
- Ability to manage, develop and coach advisors
- Ability to prioritise workload to meet sometimes challenging deadlines
- A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
- A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
- The ability to work on a hybrid basis, this means you’ll spend time between your residential address and at our office in Little Island with your team.
What’s in it for you? - A competitive salary
- Internal career progression and development opportunities
- 22 days annual leave & bank holidays plus the opportunity to buy additional holidays!
- Life Assurance cover, covering x2 of your salary after qualifying period
- Access to the Capita Pension Scheme
- Access to our Employee Assistance Programme
- Discounted Eye Care Vouchers, Cycle to Work Scheme, Discounts on Hotels, Tech, Fitness, High Street stores… the list goes on!
About Capita
Capita is a leading provider of business process services, driven by data, technology and people.
Every day our colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers.
We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society.
What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com
Location:
Home-Based - Ireland - 37.5
,
Ireland
Time Type
Full time
Contract Type
Permanent
