Careers

• Manage the performance of your team to ensure that the relevant Target Performance Levels are consistently achieved
• Manage, lead and develop a team of Claimant Advisers, including undertaking monthly 1-2-1 performance reviews, annual appraisals and creation and maintenance of a personal development plan
• Monitor team performance daily / weekly / monthly and support with data collation and with generating MI that is fit for purpose and can be shared business wide to show team results
• Monitor inbound telephony and manage resource to ensure the required service level is achieved
• Carry out effective workload reviews and be able to identify and collate weekly performance forecasts
• Undertake assurance and quality checks to ensure that existing team members are meeting the required quality standards and to identify best practise and any areas for development
• Identify and address any areas of concern surrounding time keeping, behaviour, conduct, performance and attitude at the earliest opportunity, working in liaison with the People Team where appropriate
• Maintain good working knowledge of the policies and processes to which Advisers must adhere (i.e. Quality Assurance; Compliance; Data Protection), ensuring completion of mandatory learning and implementation into working practices
• Monitor and track the enquiries mailbox to ensure timely and quality responses are provided
• Champion Process improvements and be proactive in identifying and implementing changes to process to support efficient delivery of targets and Continuous Improvement
• Promote and support the sharing of best practice within the team to support the development of a highly performing team and service
• Take an active part in the wider Contact Centre management group in planning and running team meetings and communications
• Deputise for Enquiry Service Manager in meetings and in any other duties as and when appropriate
• Provide leadership cover across other claimant support teams where needed

Provide administrative support as  directed by the Enquiry Service Manager