Team Manager - Operations
- Salary & Benefits
- CTC basis current upto 8 LPA + Annual Company shares of £750 + Dividend on shares + free meals + free books +free cabs between 8 pm to 8 am
- Job Advert Description
Job Description – Team Manager (Customer Operations)
The history of Admiral Group (AGP), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. It offers home, van, and travel insurance as well as personal loans and car finance in the UK, and has operations in Spain, Italy, France, US, Mexico, Turkey, Canada, and India with over 6.5 million customers worldwide.
At Admiral Solutions (Branch Office of AGP), we truly believe that customers and the front-line staff and staff supporting front-line are at the heart of everything we do. When you join Admiral Solutions, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience each day, right from the first call or interaction of the day.
Since 2012, from Gurgaon, Haryana, India, its sole purpose is to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 10 years of experience, from 16 to ~1,000 employees working with our Services, Loyalty, Quality Assurance, and other departments, do provide contact centre support to our end customers. We have high standards of engagement culture and people practices, and we have been winning accolades since long, while recent ones being #64 in the Top 100 Companies to Work, Top 75 Companies for Women to Work for and Top 25 Companies in the IT IT-BPM domain in GPTW companies list.
Role and Responsibilities
Provides direction and communication to staff in the team and manages change (process or policies) in an effective way.
Taking Escalation and customer complaint calls and ensuring resolutions to the customers
Evaluating Customer feedback received from all channels and providing timely feedback to staff.
Responsible for meeting the KPI’s for the team.
Provides performance feedback and coaching on a regular basis to each team member.
Conducts performance management reviews and set action plan for skill improvement.
Maintains proper communication with all the internal and external stakeholders
Team player and helps in providing appropriate coaching, counselling, regular checks on mental and physical well-being, and resolution to staff member in the team.
Ensures staff have appropriate training and other resources to perform their jobs.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy.
Assists the manager with daily operation of the process. Sharing improvement and efficiency driven plans.
Uses appropriate judgment in upward communication regarding department or employee concerns
Provides performance updates daily to the leadership team
Ensuring checks on conducted on quality of work by the team based on the department’s minimum standards.
Implementing Smart Working and manage change to get staff to adapt to Hybrid working model
Identifying potential talent in the team and providing mentoring and coaching to maximise their potential
Experienced in managing customer complaints
- Closing Date