J2412 

Regional Support Team Manager 

Engineering |  

14/03/2012 11:16:33 

Demob Job Ltd 

Milton Keynes, Buckinghamshire 

 

£31,080 

SC 

Demob Job Reference: j2412 Job Title: Regional Support Team Manager Location: Milton Keynes Salary: £31,080 + benefits Start Date: Immediate Introduction: My client is one of the UK's leading support services companies, They deliver many key services including, design, build, manage, operate and maintaining assets, Dealing with companies both in the UK and overseas, Supplying customers in a wide variety of industry sectors including, Defence, Marine, Naval, MoD, Nuclear, Communications, Energy and Transportation. They now have an immediate requirement for a regional Support Team Manager to be based at their site in Milton Keynes. The successful candidate needs to have experience of managing / supervising a call centre operation and be used to working within a fast paced motivated environment. This presents itself as an ideal opportunity to join an established company and, although not essential, could be well suited for a person who has previously served in the Armed Forces i.e Royal Navy, Royal Air Force or Army and has a background within a similar role. Responsibilities: - Manage and develop delivery of a high quality unbiased information and booking service for callers to the South East Regional Telephone access point via telephone, email and web based services. - Continuously review technology and systems (hardware and software) associated with diary booking and telephone service to ensure optimum performance and capacity. - Maximise use of IT / MIS system to prepare monthly report re volumes, response times, capacity, call flow etc and use data to inform business decisions and staffing levels. - Liaise with Careers Advice Service and implement information sharing protocols to ensure clients to both organisations receive a complimentary service. - Develop and implement an operational handbook for all staff including standards of delivery, processes and quality requirements. - Line Management of team including performance management, training and development needs and staffing rota to meet operational requirements - Support and promote LSC funded trials and service developments, managing and reporting on involvement and client statistics. - To meet contract requirements for client follow-up and tracking through telephone and e-mail contact with clients, using standardised questionnaires. - Such other duties as determined by the Adult Careers and Skills Manager as compatible with the post - Be able to communicate to a variety of individuals including disenfranchised clients, those with Basic Skills and those whose first language is not English as well as with advisers, partnership organisations with a wide group of people inside and outside the company. - To work co-operatively and flexible as part of a local and regional team. Applicant Requirements: - The successful candidate needs to have a strong demonstrable working background of managing / supervising a busy call centre operation. - Knowledge of appropriate software/hardware. - Provision of information to adults. - Experience of forming effective relationships with a wide range of people and organizations. - Data analysis, report writing and presentation skills. - Experience of working to deadlines and reporting to set standards. - Excellent listening and interpersonal skills. - Ability to communicate with public and colleagues at all levels in person and on the phone. - Able to work independently and within a team and to motivate staff and self. - Excellent written communication skills, confident communicator. - Ability to organise and manage time effectively, flexibility in working hours. - Ability to work under pressure and to strict deadlines. - Attention to details and high level of accuracy. - Excellent IT skills, especially Word and Excel, Access, PowerPoint and email. - Ability to maintain confidentiality of data. - Understanding of working to quality standards and quality improvement processes Benefits: - £31,080 annual salary. - Monday - Friday 37 hours per week. - 25 days plus 8 stats. - Company pension scheme. - Opportunity to join a very reputable company. Security: Successful applicants will need to satisfy Ministry of Defence security requirements.

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