What are the responsibilities and job description for the Team Manager - Customer Service position at PRA Group?
We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
Responsible for managing and driving performance of a team of Customer Service Agents, to achieve set targets through coaching, feedback and regular 121’s
Responsibilities
- Maintain work within department SLAs and ensuring agents are adhering to SLA’s
- Ensure compliance with Customer Services Policies and Procedures
- Maintain registers related to relevant Customer Services area
- Manage team to achieve team performance goals
- Complete monthly call and account monitoring and coaching sessions with team in line with prescribed targets
- Conduct probationary reviews as required
- Work proactively with Training and Call Quality to ensure best practice adhered to
- Liaise with Senior Managers and Team Managers to achieve common business goals
- Able to build effective relationships and influence key managers/stakeholders across the business
Communicate and Liaise with external agents
- Main contact person for Vendors/clients during audits/visits
- Communicate business/client updates required to support team in their roles
- Take ownership of escalated agent calls, providing first call resolution where possible
Excellent time management and organizational skills
- Keep Customer Services procedures up to date
- Hold monthly, documented, 121 meetings with direct reports providing necessary feedback
- Address and document conduct issues appropriately in line with PRA Group policies and procedures, liaising with line manager and HR as required
- Provide MI in relation to Customer Services data
Key performance indicators
- Prepare, deliver and document team 121’s, gathering evidence to support
- Prepare for personal 121’s
- Prepare and deliver minimum of one coaching session per direct report per month
Minimum Qualifications
- Minimum 2 years customer service experience within the financial services industry preferred but not essential
- Proficient in the use of Microsoft Office packages, particularly Excel and Word
- GCSE English at Grade C or above or equivalent
- Experience of managing a team of up to 12 people
- Strong communication skills, both verbal and written
- Excellent attention to detail; excellent analytical and problem solving skills
Preferred Qualification
- Minimum of one year managerial experience running a team in a fast paced environment.
- The ability to review the performance of employees, identifying training needs and making recommendations for improvement and providing appropriate coaching/training on a daily basis.
- Strong communication, leadership and management skills which will improve team performance
- Minimum 2 years customer service experience within the financial services industry preferred but not essential
- Proficient in the use of Microsoft Office packages, particularly Excel and Word
- GCSE English at Grade C or above or equivalent
- Excellent time management and organisational skills
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
