Total 3 Manager level Customer Service job vacancies in 000256 Crosspointe Plaza

We have a new and exciting opportunity to join our NHS 111 Mental Health First Responder Service as a Team Leader.
Within the service you will provide effective leadership, people management and expert knowledge to the 111 Mental Health Advisor team.
You will also work closely with the Service Manager in the operational delivery of the service ensuring it meets national guidance and local key performance indicators
The working hours will be mainly Mon-Fri, 9 – 5, however there will be some requirement to provide support out of hours, evenings, weekends across the 24/7 period.
About the role

Manage a team of 111 Mental Health Advisors (including recruitment, resourcing and planning) within the 111 MHFRS Contact Centre providing a single high quality point of access to the Mental Health First Response Service.
Provide Facilitation, and coordination of the MHFRS pathway and efficiently processing enquiries from patients, carers and external agencies in relation to process and general enquiries to support the service.
Support the Service Manager with reviews of administration systems and processes to ensure quality, adapt and implement changes and updates where needed to meet a variety of needs, coordinating with clinical and administrative staff to establish and streamline administrative processes across all pathways identified.
Support the Service Manager to embed expected patient care standards ensuring they are achieved and maintained in all aspects of administration work and communications to support the patient.
Provide a point of contact for patient complaints/incidents, reviewing and actively seeking to resolve, escalating to the Service Manager as required.
Support with the ongoing training and development needs within the 111 Mental Health Advisor Teams, with the ability to complete 121s, Appraisals, Probation Reviews and Absence Management meetings.
Undertake any reasonable duties/responsibilities to meet the needs of the organisation.

About you

Demonstrable experience of managing teams and associated HR processes
Demonstrable experience of meeting agreed performance targets
Demonstrable experience of working in a multidisciplined department with responsibility for managing projects and day-to-day activities
Demonstrable experience gained in an administrative or contact centre setting
Significant experience gained in a customer service setting
Demonstrable experience of complaints management
Understanding of NHS 111
Understanding of Mental Health Crisis Services
Awareness of care pathways
Understanding of GDPR
Developed communication skills, orally and in writing
Developed relationship building skills
Developed interpersonal skills
Developed presentational skills
Developed IT skills including Office 365

What we offer in return
We are proud to have been recognised and certified as a Great Place to Work, which speaks volumes on how much we value our staff members. In return for the hard work and dedication from our teams, we offer the following benefits:

30 days annual leave plus bank holidays (rising to 32 days at 5 years’ service) and the option to purchase or sell day
Enhanced pension
Wagestream - ability to release earnings, giving you instant access to your pay
Vitality Wellbeing Programme including Employee Assistant Programme, GP and priority physiotherapy access and shopping discounts with the opportunity to sign up for a Blue Light Card
Enhanced life assurance scheme, payment being three times your annual salary
Plus, many more great benefits on offer

Here at Everyturn Mental Health we champion equality, diversity and inclusion within the organisation by ensuring our opportunities are open to all and our approach is inclusive. We positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.
We welcome you to be yourself at work and have a range of Colleague Networks for members and allies of the LGBTQ+; Black, Asian and minority ethnic; menopause and neurodivergent communities.
We particularly encourage applicants from ethnic minority backgrounds, as we strive to ensure our service reflects the diversity within our locality.
In order to streamline our recruitment process, once we have received a sufficient number of applications, we reserve the right to expire vacancies, so please submit your application as soon as possible.

We have a new and exciting opportunity to join our NHS 111 Mental Health First Responder Service as a Team Leader.
Within the service you will provide effective leadership, people management and expert knowledge to the 111 Mental Health Advisor team.
You will also work closely with the Service Manager in the operational delivery of the service ensuring it meets national guidance and local key performance indicators
The working hours will be mainly Mon-Fri, 9 – 5, however there will be some requirement to provide support out of hours, evenings, weekends across the 24/7 period.
About the role

Manage a team of 111 Mental Health Advisors (including recruitment, resourcing and planning) within the 111 MHFRS Contact Centre providing a single high quality point of access to the Mental Health First Response Service.
Provide Facilitation, and coordination of the MHFRS pathway and efficiently processing enquiries from patients, carers and external agencies in relation to process and general enquiries to support the service.
Support the Service Manager with reviews of administration systems and processes to ensure quality, adapt and implement changes and updates where needed to meet a variety of needs, coordinating with clinical and administrative staff to establish and streamline administrative processes across all pathways identified.
Support the Service Manager to embed expected patient care standards ensuring they are achieved and maintained in all aspects of administration work and communications to support the patient.
Provide a point of contact for patient complaints/incidents, reviewing and actively seeking to resolve, escalating to the Service Manager as required.
Support with the ongoing training and development needs within the 111 Mental Health Advisor Teams, with the ability to complete 121s, Appraisals, Probation Reviews and Absence Management meetings.
Undertake any reasonable duties/responsibilities to meet the needs of the organisation.

About you

Demonstrable experience of managing teams and associated HR processes
Demonstrable experience of meeting agreed performance targets
Demonstrable experience of working in a multidisciplined department with responsibility for managing projects and day-to-day activities
Demonstrable experience gained in an administrative or contact centre setting
Significant experience gained in a customer service setting
Demonstrable experience of complaints management
Understanding of NHS 111
Understanding of Mental Health Crisis Services
Awareness of care pathways
Understanding of GDPR
Developed communication skills, orally and in writing
Developed relationship building skills
Developed interpersonal skills
Developed presentational skills
Developed IT skills including Office 365

What we offer in return
We are proud to have been recognised and certified as a Great Place to Work, which speaks volumes on how much we value our staff members. In return for the hard work and dedication from our teams, we offer the following benefits:

30 days annual leave plus bank holidays (rising to 32 days at 5 years’ service) and the option to purchase or sell day
Enhanced pension
Wagestream - ability to release earnings, giving you instant access to your pay
Vitality Wellbeing Programme including Employee Assistant Programme, GP and priority physiotherapy access and shopping discounts with the opportunity to sign up for a Blue Light Card
Enhanced life assurance scheme, payment being three times your annual salary
Plus, many more great benefits on offer

Here at Everyturn Mental Health we champion equality, diversity and inclusion within the organisation by ensuring our opportunities are open to all and our approach is inclusive. We positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.
We welcome you to be yourself at work and have a range of Colleague Networks for members and allies of the LGBTQ+; Black, Asian and minority ethnic; menopause and neurodivergent communities.
We particularly encourage applicants from ethnic minority backgrounds, as we strive to ensure our service reflects the diversity within our locality.
In order to streamline our recruitment process, once we have received a sufficient number of applications, we reserve the right to expire vacancies, so please submit your application as soon as possible.

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after more than 155 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range

Annual Salary: $114,500.00 - $136,500.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

We are seeking a highly skilled and motivated individual to join our team as a Commercial Customer Profitability and Incentive Systems Manager.  The successful candidate will be responsible for overseeing the efficient and effective management of both the Commercial Customer Profitability System (CRISP) and the Commercial Incentive System (Inspire/ELT). This position requires strong analytical, statistical, technical, and leadership skills, as well as a deep understanding of incentive compensation management, and customer profitability measurements.

Essential Functions

• Oversee the administration, maintenance, and enhancement of the Commercial Customer Profitability System (CRISP) and the Commercial Incentive System (Inspire/ELT) to ensure accurate and timely calculation and reporting of customer profitability and incentive metrics

• Utilize statistical and analytical tools to interpret data, identify trends, and provide valuable insights on customer profitability, revenue generation, and incentive program performance

• Monitor and report on key performance indicators (KPIs) for both systems, identify areas for improvement, and implement necessary adjustments to enhance accuracy and efficiency

• Continuously assess and improve system processes to streamline operations and maximize productivity while maintaining a strong focus on data integrity and accuracy

• Collaborate with cross-functional teams, including Commercial Banking, Talent Management, Finance, and IT; to ensure seamless integration of data, timely data updates, and effective communication of system changes or enhancements

• Ensure all system operations comply with relevant regulations, internal policies, and industry best practices. Implement robust security measures to safeguard sensitive financial data

• Lead, mentor and motivate team members to implement the department strategy. Manage department workflow with guidance on departmental projects/issues and provide coaching and development opportunities appropriate to each direct report's individual needs

• Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required

• Communicate decisions, priorities, and relevant information to team members effectively

• Support budget management, planning, and expenditure

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• In-depth understanding of commercial banking products, revenue streams, and profitability drivers

• Strong statistical skills with hands-on experience in data analysis, modeling, and interpretation of complex financial data

• Proficiency in statistical software packages such as R, Python, or SAS

• Knowledge of regulatory requirements and risk management principles pertaining to banking data and financial systems

• Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner

• Strong problem-solving and critical thinking skills, with the ability to apply discretion and sound judgement to solve problems efficiently and effectively

• Ability to drive results and balance management of organizational risk and meeting goals of the business

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook  

Education & Experience

• Bachelor's degree in accounting, statistics, or equivalent combination of education and experience required

• 8+ years managing customer profitability and incentive systems within the banking industry required

• 4+ years of experience managing teams and fostering a collaborative work environment required

*Hybrid Schedule: In office 3 days per week

**For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles.  This compensation range is for the Manager, Customer Profitability & Incentive Compensation - Commercial job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $114,500 to $136,500 annually. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals. The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.  Click here to learn more.

#LI-Hybrid

Location: 1000 Walnut St, Kansas City, Missouri 64106

Time Type:

Full time