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ORG Operational Excellence
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Are you looking for the next step in your career? Perhaps your goal is to move in to management?


 

AXA Assistance are looking for a Team Manager who is passionate about development, to join their existing team and undertake a particularly special role in support of our learning culture

Leading a team of Customer Service Apprentices, You will ensure a professional and customer-focused work environment whilst fully engaging your team to deliver and support their learning experience.

 

With your exceptional communication skills, you will provide effective daily supervision of the team, and have the skills needed to motivate and coach them to achieve results in accordance with set targets and procedures and the learning criteria.

 

 The details:

 

  • The Contact Centre operates 7 days a week, with overnight outsourcing to AXA Assistance’s Irish operation in Athlone.

  • The role is shift based with shifts covering the opening hours of the Redhill Contact Centres

  • This would mean a degree of flexibility in peak times

  • The number of contact and claim centre employees will vary due to seasonal demand. This may also change in accordance with client contract awards

 

What will I be doing day to day?

  •  Supporting the overall employee engagement activities and participating in actions identified in the engagement survey
  • Ensuring company performance management tools are used to maintain and develop direct reports, including objective setting, monitoring and appraisals.

  • Provide coaching to direct reports to unlock their potential, supporting them with access to appropriate training and development opportunities in particular in support of the learning criteria to achieve their apprenticeship.

  • Identify key team members to provide cover and potential role succession

  • Identifying and arranging relevant training for all team members which meets business and regulatory needs.

  • Regularly monitor workloads and identify issues to the line manager for action

  • Create an environment which is considered a ‘great place to work’ because of its positive working atmosphere and high level of employee engagement

  • Holding regular 121s with team members and a structured, effective team meeting

  • Operate a flexible approach to sharing resources, especially with the wider team e.g. to handle peak demand or sharing tasks across teams

  • Ensure effective management and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources

  • Follow procedures set out in the employee handbook and as communicated by the line manager

     

    Customer advocacy and service quality

  • Understand and support Customer Net Promotor Score (NPS) targets and actions to achieve required levels of customer advocacy

  • Share ideas for improvement with the line manager

  • Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback

  • Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions

  • Carry out call and work monitoring from time to time when team members require additional coaching based on feedback

  • Support the team by handling customer contact in escalated situations, and/or directing them to another member of the team with the appropriate skill level to assist

  • Ensure the team understands its own performance by sharing key indicators, such as the contact centre quality and customer targets

  • Adherence to the Treating Customers Fairly guidelines

     

    Cost effective operation

  • Responsible for the management of authorisation levels within the team and in own decision making

  • Considering the impact of your decisions and ensuring that they deliver the right customer experience, whilst remaining cost effective and compliant with business and regulatory procedures

  • Supporting objectives to reduce leakage levels and overall cost

  • Support the Operations Manager to build roster and shift patterns that match the needs of call/claim profiles

  • Creating and maintaining a culture of continuous improvement

  • Effective communication

  • Responsible for the management of authorisation levels within the team and in own decision making

  • Ensure key performance information is captured and shared with the line manager and members of the team, as agreed, to assist with performance management

  • You will ensure that you maintain an open channel with your team to receive feedback and share information which the company wishes to disseminate to its employees

     

    Standard elements for all employees including managers and directors:

  • You are required to adhere at all times to all and any regulatory requirements that apply to AXA Assistance UK.

  • In the course of your duties, you are required to always consider the needs of the customer and how best you can serve them, for example always having regard to our requirements to treat our customers fairly.

 

 

 

 

 

 

 

 

 

What skills do I need to be successful in this role?

 

Essential:

  • A track record of delivering results as a team leader/manager
  • Excellent level of customer focus

  • An excellent communicator, capable of influencing and asserting opinion at all levels

  • Proven experience as a team player, capable of operating effectively within a senior cross-team management function

  • Proven ability to manage change

  • Strong coaching skills

  • Good communication skills – comfortable presenting to employees

  • Proven people management experience and skills – building and leading teams

  • Good planning and organisational skills

  • A high degree of drive and commitment is a must in this challenging role

  • Ability to demonstrate a highly professional work ethic

  • Proven track record of managing a significant team in a high volume contact or claim centre, or similar environment

  • Good IT skills, and understanding of contact or claim centre tools and systems

               

    Desirable:

  • Proven experience in a similar role is desirable, but not essential

  • Proven commercial awareness

  • Understanding of FSA regulation including Treating Customers Fairly

     

 

 

 

 

 

 

 

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