Anglian Group is the largest home improvements business in the UK with a turnover of c£225m and a product portfolio including windows/doors, conservatories and rooftrim products.

With our manufacturing facilities based at our head office in Norwich and with sales and operations organisations throughout the UK, Anglian Group offers a fantastic opportunity for individuals to drive their career forward.

KEY PURPOSE OF JOB

• To manage and control the operation of the team
• To manage an Inbound Team to achieve sales and service targets in line with business objectives, ensuring first class customer service across all communication channels at all times

REPORTING TO

Reporting directly to the Inbound Area Manager (IAM)

KEY DUTIES AND RESPONSIBILITES

• To ensure the team meets targets by ensuring the team give our customer's quality experiences on the telephone involving primarily inbound calls within agreed activity and productivity levels
• To ensure the continued development of self and team in accordance with best practice (listening to calls, provide coaching, 1:1)
• To ensure that the team meets and exceeds Customer Service Standards by projecting the appropriate image and levels of customer service when dealing directly with clients
• To effectively manage the team and assist with recruitment, retention and morale
• To ensure the team is supervised in accordance with internal guidelines and that all activities meet and exceed regulatory requirements in accordance with the Standards
• Recognise problems and provide solutions to IAM and in addition to provide cover for other ITLs
• To recognise and monitor breaches, identify trends and give relevant feedback
• Strive to continually improve productivity (e.g. sickness absence, disciplinary, work procedures, time efficiency)
• To maximise personal development and learning opportunities in line with personal development plan
• Others as agreed by IAM

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

• Strong motivational and leadership skills
• Give feedback and coach
• Hold regular effective 1:1s
• Effectively manage staff and customer grievances
• Strong impact
• Strong inter-personal skills
• Time Management skills
• Good organisational habits
• Minimum 1 year's experience as a Call Centre advisor