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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

Telecommunications Engineer / Installer - Portsmouth £20k

A Telecommunications Engineer / Installer experienced with all aspects of installing and maintaining PBX Telephone systems (Samsung highly preferred), Voice and Broadband services for SME customers, is required for a long established telecommunications company based in Hampshire

Role & Responsibilities

This is an exciting opportunity for an ambitious and reliable Telecommunications Engineer. With duties to include installations, site surveys, project management, technical support, fault finding and customer support.  

The company is growing and this is an exciting opportunity for a telecommunications engineer to develop their skills and for those seeking career progression.

The position is offered with a competitive salary, 20 days holiday + public holidays, plus rota based on-call retainer and payments.

Qualifications & Experience Required

• Extensive experience installing telephone systems. Samsung experience preferred.
• Knowledge of IP systems desirable.
• Able to work on own initiative.
• Reliable, organised, and a good timekeeper.
• Of smart appearance with good people and communication skills, including a pleasant telephone manner.

Telecommunications Engineer / Installer - Job Place

Free Employment Law Clinic - Portsmouth Business School

Portsmouth people with problems at work now have access to free, confidential employment law advice year-round thanks to a partnership between a University and a law firm.

Many people in the city have already used the clinic, run by law students at the University of Portsmouth, but when students were on holiday the clinic had to close. Now law firm Verisona has stepped in to run the clinic during holiday periods and ensure it stays open throughout the year.

Law students under the guidance of tutors, all of whom are trained lawyers, open their doors to anyone wishing to discuss employment law, including unfair dismissal, discrimination, redundancy, harassment, the national minimum wage, working time regulations and work permits for migrant workers. 

When the students are on holiday, Verisona steps in to provide cover and ensure the clinic remains operating for no fee.

Comments from clients who have used the service include: ‘You gave me hope. I had felt very isolated and unsupported; you have listened and given me some faith in the law’; ‘I felt listened to. You did not baffle me with legal terms’; and ‘You are offering an invaluable service to people who otherwise would not have the facility to get help and advice.’

Anne Stoneham, the clinic’s supervising solicitor from the School of Law said: “The employment law clinic aims to support the legal needs of the community, while also providing a ‘real-life’ experience for the law students.

“We are delighted to be working in partnership with Verisona to enable the clinic to run all year round. This is an excellent way to ensure it maintains momentum and helps support people across the city even when the students aren’t here.”

Verisona have worked closely with Portsmouth Business School for a year, including helping run the clinic and by providing work experience opportunities for law students. CEO Richard Solly also mentors students and trainee solicitor, Natalie Foster, a former University of Portsmouth student, is helping current students run the clinic.

Verisona Employment Lawyer John Taylor said: “It’s a great opportunity to assist the local community as well as further our links with the University of Portsmouth.”    

The employment law clinic was launched in 2010. It runs every Wednesday by appointment from 10am-1pm in the School of Law, Anglesea Building. Clients are interviewed by law students or trainee solicitors in private rooms and students then research the law under the direction of their tutors or, in the case of Verisona’s trainee solicitors, under the guidance of the firm’s solicitors. Clients are then sent detailed written advice supervised and signed by a practising solicitor. All work is confidential. 

Anyone looking for employment law advice can contact the clinic by telephoning 023 9284 4080 or emailingmartine.eneas@port.ac.uk .

CRB Check Rules to be relaxed

Millions of employees and volunteers will no longer have to apply for a new criminal records check every time they apply for a job, the Home Office announced today.

Individuals will only need to apply once to the Disclosure and Barring Service (DBS) for a certificate and then organisations will be able to use a new online service for an instant check to find out whether the document is still valid.

Unpaid workers will be able to use the online service for free when they apply for different opportunities, while paid employees will have to pay an annual subscription fee.

Individuals who require a DBS check, which can take up to 28 days to complete, currently have to re-apply for a certificate every time they change jobs or move workplace.

The move is part of an overhaul of the criminal checks process by the Government.

The service will be managed by the DBS, which launched at the start of the month when the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA) were merged.

It is part of a first wave of public services to be moved online by the Government by 2015, which will also include the National Apprenticeship Service, tax self-assessment and registering intellectual property.

Moving services online will save taxpayers up to £1.2bn by 2015 and around £1.7bn a year thereafter, the Cabinet Office said.

Volunteering England (VE), which led a campaign against charging unpaid workers to use the new online criminal checks system, said making the service free for volunteers would give them a "hugely important boost".

VE chief executive Dr Justin Davis Smith said: "This is particularly significant when charities and public services are looking to sustain the enthusiasm for volunteering created by the Olympics and Paralympics."

Junior and locum doctors who need a new check every time they move hospital, agency workers registered with a multiple agencies and volunteers working with more than one organisation are among those who could use the service when it launches next spring.

Criminal information minister Lord Taylor of Holbeach said: "It is a 21st century service that will deliver real benefits to employers and volunteers without compromising on public safety."

However, Nick Pickles, director of civil liberties campaign group Big Brother Watch, said the need for reform goes "far beyond" making services available online.

He said: "Safety by database still seems to be the popular mindset across Whitehall and far more needs to be done to restore the system to a common sense balance.

"Until there are legal protections against the over-zealous use of CRB checks and proper reform so cautions and information not tested in court does not ruin people's careers, the CRB system will continue to undermine civil liberties."