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Team Manager
at O2 in Glasgow, GB
O2 is a breath of fresh air. By placing customers at the heart of everything we do we’ve created, and we continue to create memorable experiences for both customers and our people at work, where everyone feels valued, recognised and rewarded.
The purpose of the Customer Service Leader role is to provide technical and people leadership to a team of Customer Service Advisors to ensure the delivery of the greatest customer experience, using your understanding of mobile and broadband technologies. You’ll work with our people to maximise opportunities to drive efficiency and growth at every opportunity. You’ll ensure you have the “Know How” to deliver exceptional results by placing significant emphasis on personal development and your coaching ability.
You are a true advocate for adding value excellence and you act as a champion for O2 products and services ensuring your team are focussed on delivering the right solutions to our customers.
The primary focus of the role is to lead, coach and develop your team, inspiring and enabling your people to become the best they can be, whilst providing the best levels of technical service to our customers. You lead people through stability and change in order to inspire our people and ensure that O2 is the greatest place to work. You are a true ambassador for the O2 strategy and you create a compelling future for our people. You fully engage your team and create a challenging and rewarding whole team experience
PEOPLE AND CUSTOMER ACCOUNTABILITIES
* Through effective and continuous communication (e.g. team meetings, briefs and Ad hoc communications), to ensure that all team members are aware of the key priorities of O2 customer services and the focus and objectives of their role, as well as ensuring that all people maintain up-to-date knowledge on relevant products, services, systems, processes and business performance. * As a matter of course, to engage and motivate the team seeking their views and input into ways in which O2 can enhance the customer and employee experience. To ensure that all team members are a valued member of O2 through their involvement and by recognising and rewarding outstanding skills, behaviour and performance. A key measure of success here is employee engagement. * To ensure the delivery of the greatest customer experience by leading, directing and enhancing the performance of the team and individuals through effective objective setting, regular 1-1 reviews, side by side coaching and feedback that focuses on the skills, knowledge and behaviour of the team as well as key measures of success. A key activity here will be observing team performance and coaching related to all measures of success including customer satisfaction, customer facing time, adding value and reduction of Repeat Contacts/Contacts Prevention. * To enhance performance and potential by providing excellent coaching and feedback to all team members, communicating, implementing and reviewing appropriate plans of action for improvement in role and development of career. * Through effective performance management and development planning, to create an environment in which talent is identified and flourishes. To ensure that all team members have development plans in place, are aware of the full range of development opportunities available to them and that these opportunities are accessible to all individuals. * To maintain up-to-date knowledge on all products, services, systems and processes appropriate to the team’s responsibilities. To ensure that this knowledge is used to coach team members through current activities and through any required changes to activities that the team carry out. COMMERCIAL ACCOUNTABILTIES * Through people focused leadership and development, to ensure that business performance objectives are communicated clearly and openly, measured and enhanced. * To maximise attendance and performance of the team through high quality leadership interventions and to manage all absence, performance and behaviour issues effectively and in a timely manner. To ensure focus is maintained on adding value opportunities. This includes maintaining focus on cost and credit and tracking the related relevant team and individual KPIs. * To develop and maintain excellent knowledge of O2 Customer Service, vision and Strategy by making use of information and updates available as well as building relationships with all areas that have an impact on role and role of the team. Work contacts§ Customer Service Advisors
§ Customer Service Manager
§ Senior Operations Managers
§ Other Customer Service Leaders
§ Planning and MI Team
§ Communications Team
§ Performance Management Team
§ Talk 2 HR
§ Customers
§ Learning and Development
§ Admin Team
§ Recruitment Team
§ Sales Team
Skills & Knowledge
Good understanding of Mobile and Broadband Technologies
§ Excellent performance management skills – setting objectives, carrying out 1-1s, development planning.
§ An accomplished coach and you have the ability to inspire your team to consistently perform at their best.
§ The ability to build strong relationships and be a powerful communicator; when you speak people listen.
§ Excellent change leadership skills and the ability to engage and motivate people through times of change.
§ Excellent team building skills and understanding of dynamics of highly effective teams
§ High level understanding of value adding people engagement strategies and how to build into day to day practice that brings about enhanced employee and customer experience.
§ Good knowledge of O2 business and Market Place and knowledge of key quality, people and cost drivers
§ Strong Knowledge of O2’s people management policies and process and how to apply.
§ Good understanding of key cost drivers for business area and how to minimise this through effective leadership, including managing compliance and adherence
§ Demonstrate O2 Values and behaviours with the CS Personal Charter.
Experience
§ You have the Know How to deliver excellence and you are commercially confident.
§ Strong Track Record of delivering excellent customer service, through people leadership.
§ Experience in engaging and motivating people, and recognising and rewarding high levels of all aspects of performance, with the ability to manage difficult conversations.
§ Track record of developing skills and identify and developing talent within the team
§ Track Record of focusing team performance on providing customers with value adding services
This role is part time working Wednesday: 5pm-11pmThursday: 5pm-11pm
Saturday: any 9 hours Total 21 hours
The salary for this role is 25k pro rata
For any queries please contact catherine.elmore@o2.com
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