The digital revolution has arrived within Serco Global Services! Are you web-site savvy and passionate about Customer Service? Then we need you!

This role is pivotal to the success of the department. You will run a team of advisors pulling on your experience as a Team Manager, ranging from performance management to support and motivation. You will have a joint responsibility with the advisors to collate useful data which will enhance and develop the campaign. It’s an ideal opportunity to make a difference, as this team will be the centre of excellence for SDG webchat. You will have the capability to work with others sharing ideas, developing the processes to maximise its potential.

Key Responsibilities

• Build and maintain a high performing webchat team
• Support a culture of continuous improvement
• Drive Customer Satisfaction
• Initiate, lead and participate in end-to-end process improvement efforts
• Pro-actively participate in training needs analysis
• People and Performance Management
• Coach a team to ensure quality of delivery
• Maintain a robust system of internal controls
• Actively pursue Quality and Compliance Assurance initiatives
• Analyse data from advisor monitoring customer feedback
• Decision Making & Planning
• Produce business insight and present recommendations

Minimum Requirements
• Previous Webchat experience is advantageous
• Minimum of 3 – 5 years team manager experience
• Excellent command of written English language
• Excellent Typing skills
• Business writing skills advantageous
• MS Outlook experience advantageous
• Ability to work shifts essential

Behavioral Competencies
• Strong leadership skills with ability to inspire a team and motivate groups of people
• Performance Management Skills (coaching, conducting an appraisal and conflict resolution)
• Strong interpersonal skills with the ability to influence internal and external stakeholders
• Ability to build a customer/client driven environment and ability to manage relationships across a diverse, international stakeholder network
• Committed to the delivery of a high level of customer service and evidence of understanding the key priorities of both client and own business and how to balance these
• Committed, enthusiastic, positive, resourceful and resilient.
• Flexible and willing and able to adjust to multiple demands and shifting priorities.