Team Manager - Contact Centre - Fixed Term Contract

Team Manager - Contact Centre - Fixed Term Contract
Camelot Group, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 27, 2021
Last Date
Mar 27, 2021
Location(s)

Job Description

An exciting opportunity, at an exciting time to come into Camelot and be a team manager within our Customer Operations Team who provide end-to-end support to both our players and retail customers.


A Place To Be You

We want to create games that appeal to people from all walks of life and we need a rich and diverse blend of people to make that happen. We hire exclusively on talent and we want our employees to feel like they can bring their whole self to work every day.

We have continued recruiting throughout COVID-19 and have been successfully conducting interviews and onboarding new starters virtually since March. This has meant that we have been able to keep our people as safe as possible.


How you'll make a difference

  • Lead, manage and motivate the team.
  • Manage effective liaison between retail customers (internal and external; i.e. supplier) and implementation teams to ensure optimum service delivery and order fulfilment.
  • Develop and implement internal SLA’s and customer service measurements.
  • Organise training and coach team to improve issues and incident management.
  • Prepare and produce management information as required
  • Ensure all agreed departmental KPI’s are achieved resulting in an optimum level of service being delivered at all times.
  • Manage escalations and complaints through to resolution including implementation of resulting improvement actions.


What you'll bring to the table

  • Experience of managing a team in a call centre environment
  • Excellent interpersonal skills
  • MS Office skills: Word, Excel, PowerPoint.
  • Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures


What we’ll give you

We look after our people. There’s a competitive bonus and benefits scheme, 26 days of annual leave and a rather generous pension scheme. Thinking about your health? No probs - we’ll give you access to remote health and wellbeing support - including access to a free digital GP and virtual counselling. We’ll give you all of the kit and tools needed to succeed.

We take your development very seriously. We encourage you to treat every day as a learning day, we offer a series of AMAZING Learning Weeks throughout the year and you’ll have access to the Camelot Playbook from day one - a guide to help you be your best.


Why work at Camelot?

Camelot is the home of The National Lottery. We currently turnover in excess of 7 billion per year through our retail and digital channels and we do this with a workforce of just over 1,000 people - this means that every one of us has a part to play and make a difference.

Camelot changes lives for the better - not just for the many millionaire winners we create but with the 30 million a week we raise to thousands of good cause projects across the UK.

On top of this, we placed 35th in the Sunday Times Best 100 Mid Companies 2020.

National-lottery.co.uk is one of the UK’s top e-commerce sites - this is measured by web traffic and we have more than 11 million registered players. We also operate four of the UK’s biggest FMCG brands including the iconic Lotto and EuroMillions.

Want to find out more? Watch our This is what makes us Camelot video or search #ProudToBeCamelot on socials

Job Specification

Job Rewards and Benefits

Camelot Group

Information Technology and Services - London, United Kingdom
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