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Team Manager - Part Time / Evenings [25/01/2010]
The Inbound/Outbound contact centre initiates and receives telephone calls from customers with various credit management related queries.
The Incoming approach provides the first point of contact for customers receiving notice from us regarding non-payment of their bills. The advisors will provide support and advice on the best way to manage the outstanding debt, advising on county claims/judgements, setting up payment plans or trust fund support. The Outbound activity initiates contact with customers unable to keep up with their payment plans by communicating with them using a variety of methods including predictive dialling, tele-messaging and text.
The team manager has the responsibility of motivating and managing a team of 10-15 Credit Management telephone agents responsible for maximising cash collection, through close performance measurement and regular feedback.
Key Accountabilities:
•Manage and motivate team and individual performance, ensuring team and individual targets are achieved and maintained. Provide regular performance feedback to team members.•Manage workloads to ensure key timescales and performance measures are met.
•Monitor and manage resource, process and procedures to attain maximum efficiency.
•Support advisors with escalated customer calls.
•Liaise with “coaches” to ensure all advisors receive training and support required
•Interrogate appropriate systems to maintain a high grade of telephone service levels
•Work with the management team and stakeholders to ensure issues and improvements are identified, and we are working to resolve them.
•Promote a quality approach in all team activities.
•Maximise cash collection.
Experience:
Essential:•Experience of people management
•Experience in a customer facing environment
Desirable:
•Knowledge of TARGET billing system
•Knowledge of credit management processes
Capabilities:
•Leadership – to be able to motivate and develop a team to achieve targets.•Excellent customer care skills and a passion to help others.
•Attention to detail and problem solving skills.
•Good interpersonal / communication skills with all levels.
•High level of personal maturity
•Need to have excellent organisational and time planning skills
•Team player with the ability to use own initiative.
•Be forward thinking always looking for ways of improving how and what we do
•Ability to build relationships
•Ability to inspire and motivate others
•Ability to work in a pressurised environment
•Be flexible and have a drive to deliver
Qualifications:
Essential•GCSE Maths and English, grade ‘C’ or above
Desirable
•Institute of Credit Management
Job Type:
Permanent
Location:
India North India - Mewar (Rajasthan)
Salary:
22
Date available:
now
Experience Skills:
Experienced
Company:
Severn Trent plc
Company Description:
Severn Trent Water is a member of the Severn Trent Group of companies. Severn Trent Plc is an international utility services and environmental solutions company. For shareholder, corporate communications and other group company information, please visit the Severn Trent plc website. Severn Trent Water serve over 8 million customers across the heart of the UK, stretching from the Bristol Channel to the Humber, and from mid-Wales to the East Midlands.
Company Website:
[n/a]
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