Capita have a part time evening Team Leader opportunity for National Trust at our Alaska House - Bootle site, working 5.15pm to 9.15pm
5 million plus membersEver increasing paying visitors each year60,000 plus volunteers per yearBenefactors, tenants and partnersGoverned by leading industry, social and political figures (HRH Prince Charles Patron)Raises annual income from membership of over £600m (annual subscriptions, donations and legacies)Increasingly political role
The current contract with the Trust is run as a true partnership. The services we provide for National Trust are quite diverse, from finance and data cleanse activities to marketing support, as well as both front and back office work and outbound.
We need an experienced and motivated person who can display the right behaviours to join us to manage a team that uphold our high standards of customer service.
In short, we need someone to be there for our members and supporters when they’re needed most. And, in return, we’ll invest in your training and development to make you an expert in your respective field.
In order to continue to build and grow our business groups, it's important to us to attract and retain the best talent in our industry, and do all we can to help them reach their full potential.
That's why it's so important to embrace and support people's differences, whatever they may be, and give them the freedom to realise their goals, both in and out of work.
A Team Manager needs to maximise personal and team performance, by developing individual skills and competence, through coaching, in order to ensure excellent customer experience and agreed client targets are achieved.
Responsibilities and Skills
You will manage a team of up to 15 who will be multi-skilled including back office duties across numerous business work streams.
The work will include use of daily reports and you will need to be able to analyse and interpret this MI to drive performance and achieve internal and client requirements.
You will need to be prepared to build an excellent level of product knowledge and be able to develop your team to deliver excellent member experience.
We need you to be able to manage change and communication effectively with all level of stakeholders and to look for opportunities for improvement and to challenge effectively.
You need to have excellent coaching skills to support staff and deliver effectively against service level targets.
Key Deliverables :
People Management - To motivate and develop a group of agents, to deliver excellent performance and customer experience through feedback and effective coaching, meet contractual obligations and maximize staff retention.
Business Delivery - To regularly review the activities of the team in order to ensure the most effective and cost efficient approach is used to provide excellent customer experience and meet contractual obligations.
Process Improvement - To review working practices and processes and implement improvements in order to improve productivity, service levels and customer satisfaction, a firm link to induction will be key here.
Sharing best practice and lessons learnt. Implementing Change - Implement changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements.
Problem Resolution - Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction.
Skills, Knowledge and Leadership Behaviours