Capita is seeking a Team Leader - Evening Manager to join our customer service operation. You will supervise the day-to-day activities of a team of customer service advisors, providing support to the Operations Manager to foster a culture of high performance, accountability, and continuous improvement.
What You'll Do
- Manage, coach, and develop a team of customer service advisors and team coaches to deliver excellent customer service.
- Achieve targets for attrition, absence, and adherence.
- Ensure accurate payroll management and minimise administration errors and overpayments.
- Work with team members to meet customer needs in a responsive and efficient manner.
- Manage escalated problems and perform root cause analysis of any trends to improve the customer experience.
- Drive employee engagement.
- Ensure all KPIs are met and adhered to.
- Adhere to HR policies and procedures, providing a fair and consistent approach to managing staff, including conducting counselling and disciplinary hearings where necessary.
What We're Looking For
- Previous experience within a similar leadership role.
- Excellent communication skills.
- Ability to manage, develop, and coach advisors and team coaches.
- Ability to prioritise workload to meet sometimes challenging deadlines.
- A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution.
- A positive and enthusiastic person who shares our vision of delivering excellent customer service every time.
- Whilst working from home you will require a quiet, private, and comfortable workspace with a reliable Wi-Fi connection and at least 10 Mbps download speed.
- You must be based in the Republic of Ireland.
Team & Environment
You will report directly to the Operations Manager, contributing to a supportive, forward-thinking organization driven by purpose to create better outcomes for all stakeholders.
Benefits & Compensation
- Internal career progression and development opportunities.
- 20 days annual leave & bank holidays plus the opportunity to buy additional holidays.
- Life Assurance cover, covering x2 of your salary after a qualifying period.
- Access to the Capita Pension Scheme.
- Access to our Employee Assistance Programme.
- Discounted Eye Care Vouchers, Cycle to Work Scheme, Discounts on Hotels, Tech, Fitness, High Street stores.
Work Mode
This is a local position based in Clonakilty, Ireland. The role may include remote work elements, requiring the specified home workspace.
We’re an equal opportunity and Disability Confident employer, recruiting and developing people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
