Facebook Page

Don't forget to like our page on Facebook

https://www.facebook.com/hampshirejobs

Looking for Staff?

Advertise with us for only £49 per month, you will get instant responses direct to your inbox

http://www.work-jobs-careers.co.uk/advertise-a-vacancy/

Call Centre Manager Fareham £50k

We are looking for a highly experienced Call Centre Manager for a financial services in company in Segensworth

Role & Responsibilities

Do you have experience of setting up and running a call centre?

Our client is in the enviable position of setting up a brand new call centre in Segensworth, Fareham.  It will be staffed by approximately 100 call agents, team managers and support staff and will be operating 24/7

They are in the business of insurance claims management within the Motor Insurance Sector.
You will be reporting directly to the Director of Operations and be responsible for all frontline operational and customer service departments wih up to 6 direct reports.

The overall objective is the development and implementation of key strategies across the department, overseeing the strategic direction of teh department and ensuring the quality, motivation and commitment of its employees contribute fully to the achievement of the company\'s strategic and financial goals.

Qualifications & Experience Required

You must have a proven track record of running a 100+ seater contact centre, if you have experience of seeting a centre up this would be a bonus.  As would experience of the insurance industry, preferably Motor

To apply click the link below

Call Centre Manager - Job Place

Call Centre Team Manager Vacancy

We are looking to recruit Team Managers to work in our brand new First Notification of Loss (FNOL) Contact Centre in Segensworth. This will be a 24/7 contact centre and we are looking for individual’s to manage the day and evening/night teams.

Role & Responsibilities

The successful applicants will manage staff members in all aspects of their role ensuring that all operating processes are adhered to, and in-house operating and telephony systems are used in accordance with set procedures. You will conduct quality audits, monitor progression and ensure staff meet and then exceed the Company quality standards, SLA’s, KPI’s to a ‘world class’ standard.  You will lead by example, motivate and encourage good team working.

The main accountabilities for the role are:

• To develop and demonstrably improve new and existing staff members in all aspects of their role through the provision of one to one mentoring, coaching and feedback.
• Have input into recruitment activity to specify staff requirements ensuring that the agents recruited have the capability to fulfil the expectations and requirements of the role.
• Ensure appropriate induction training and mentoring takes place with new starters within the team.
• Develop all new and existing staff to perform to and exceed company targets for quality, SLA’s and KPI’s.
• Spend up to 50% of your time in the coaching, mentoring and training capacity to improve agent performance.  This will include conducting 1-2-1’s and performance reviews.
• Spend up to 30% of your time conducting quality audits on team members, and to review supporting information from the Quality Assurance audit team to explore good or poor performance and identify root cause analysis.
• Identification of development needs within the team.
• To follow the escalation process prescribed per team and referrer/Insurer.
• Conduct daily, weekly and monthly performance reviews on all staff using available management information tools and general assessment to ensure delivery against quality, productivity and behavioural objectives.
• Identify process issues and areas for improvement to line management.
• Ensure team compliance with all HR policies, rules and applicable legislation.
• Identification of high performers and best practice sharing with internal stakeholders, ensuring that feedback is provided and objectives are set for the team.
• Ensure complaints and escalated issues are handled and logged in accordance with set operating procedures, SLA’s, scheme KPI’s and FSA guidelines.

Qualifications & Experience Required

It is essential that you have a proven track record of managing people in a contact centre environment.  Experience of Insurance, preferable within Motor, and the life cycle of a claim are also essential.  

We are seeking applicants that are resilient in nature with excellent time management skills.  Someone who adapts and responds well to change, is tenacious in delivering change effectively, communicates and networks well, and is able to adapt their communication style accordingly is essential.  You will also need to be organised and methodical with excellent mentoring and coaching skills. 

Above all candidates must have excellent verbal and listening skills, is a team player and have a good knowledge of Microsoft windows and excel. 

If you feel that you meet the requirements for this position then please apply now and include salary expectations and whether you want to work days or evenings.

To apply click the link below

Team Manager - Job Place

Call Agents Vacancy

We are looking to recruit Call Agents to work in our brand new First Notification of Loss (FNOL) Call Centre in Segensworth. This will be a 24/7 contact centre and we are looking for individual’s that are looking to work days, evenings or nights.

Role & Responsibilities

The successful applicants will be responsible for delivering ‘world class’ customer service by providing high levels of customer care and integrity to internal and external customers. You must maximise opportunities through proficient communication, negotiation and persuasion skills.

The main accountabilities for the role are:

• Provide excellent customer service encompassing fulfilling all Company procedure and process requirements.
• Ensure a high level of accuracy in capturing accident circumstances and FNOL liability matrix
• Comply with Hire Eligibility and Insurance processes
• Personal achievement of telephony utility, hire target, audit targets and all other productivity requirements
• Contribution to team achievement of Scheme SLAs and Team Telephony targets such as abandonment rates.
• Prompt and professional interaction with all callers both internal, customer and referrer to best represent the Company.

Qualifications & Experience Required

You will need to be educated to GCSE level or equivalent, to include English and Math’s.  We are seeking applicants who are computer literate and possess excellent customer service skills. 

It is essential, that candidates have previous experience of working in an inbound contact centre, and ideally have experience of Motor Insurance, though this is not essential.  Above all candidates must have excellent verbal and listening skills and be a team player.  

If you feel that you meet the requirements for this position then please apply now and include salary expectations and whether you want to work days, evenings, nights, full or part time

To apply click the link below

Call Agents - Job Place