Contact Centre Team Manager

Contact Centre Team Manager - Financial Services/Equity Release

£30,000 - £35,000 basic salary + bonus OTE £40k

One of IT Bods leading clients is a Financial Services company that specialises in advising customers aged 55+ in later life mortgages. Their rapidly growing business has opportunities for enthusiastic, engaging people who want to develop their career in Financial Services.

This is a fantastic opportunity to build a career with an established, progressive company in an expanding market.

About the role:

This role is to manage a team of circa twelve contact centre advisors making outbound calls to potential customers to book them in for a face-to-face consultation with an equity release or estate planning advisers. The successful applicant will not be afraid to get their hands dirty, this is a hands-on role.

The contact centre team manager will report into the contact centre director, tasks and duties include but not limited to -

KPI reporting to senior stakeholders in the business.
Call listening including - quality observations, cancellations, and dip checks.
Reporting of call quality and appointment booking results.
Planning and running daily/weekly/monthly incentives.
Deputising for contact centre director as required.
Basic data and dialler management
Supporting the call centre team in their daily roles
Effective management of adviser diaries and appointment cancellations.
Manage and motivate the team of CCAs to achieve sales targets and KPIs.
Coach, train, and mentor new and existing team members to ensure they have the necessary skills to succeed.
Identify areas for improvement and implement strategies to increase lead to appointment conversions.
Monitor and evaluate team performance, providing regular feedback and conducting performance 121s.
Performance management of the contact centre team.
Ensure compliance with all company policies and procedures, including those relating to data protection and customer service.
Collaborate with other business areas to share best practices and improve overall performance.
Create a positive team environment and foster open communication within the team.
Assist with recruitment, training, and onboarding of new team members.
Planning and holding team meetings.
Planning and managing one off campaign to increase sales performance. About you:

A proven track record in KPI achievement
Experience of using an automated dialler
Experience of Microsoft excel.
A positive attitude
Excellent communication skill
Customer focussed self-starter.
Attention to detail and position professional attitude.
Ability to work under pressure and demonstrate resilience.In return they will provide you with:

A fantastic basic salary plus the potential to earn competitive performance-based bonus.
Opportunity to progress within the growing business.
Professional working environment
Development opportunities
Incentive schemes
25 days holiday (pro rata)
Rotating shift pattern after training
Auto enrolment pension scheme
Excellent transport links nearby
A culture that rewards excellence and promotes learning, innovation