Total 8 Manager level Human Resources job vacancies in CM1 1LG

An amazing new job opportunity has arisen for a committed Ward Manager - Acute Ward to work in an exceptional mental health hospital based in the Springfield, Essex area. You will be working with one of UK's leading health care providers

This is an independent hospital that specialises in the treatment and management of adults and adolescents with acute mental health problems. For people suffering from mild to moderate mental health issues, such as stress and anxiety

**To be considered for this position you must be qualified as an RMN Nurse with a current active NMC Pin**

As the Ward Manager your key responsibilities include:
• Hull oversight of the nursing staff rota and is the authorized individual to ensure rota management and e rostering standards are maintained and are effective. Will be required to be available for On Call Rota
• Acts as a highly visible role model, mentor and leader, creating a culture that promotes learning, development, inquiry and professionalism, celebrates achievements and shares learning to the benefit of the ward, hospital and wider division
• Takes appropriate action to ensure that the standard of care that patients receive is of the highest standard
• Actively lead on the recruitment and retention of staff to the ward and hospital
• Undertakes and completes clinical investigations, complaints, and HR investigations, ensuring these are completed thoroughly, promptly and to a high standard
• Ensures that the legislative frameworks regarding the Mental Health Act, Mental Capacity Act and Deprivation of Liberties is applied in accordance with Company Policy, and National Requirements
• Is responsible for Medicines Management in their Clinical Area/Ward, and ensures that all Registered Nurses undergo competency-based assessments as part of their induction and facilitates an open and transparent framework for managing medicine errors

The following skills and experience would be preferred and beneficial for the role:
• At least 2 years’ experience in a supervisory capacity within a relevant care setting
• Appropriate registration or experience required for the ward
• Willingness to complete further clinical, managerial and leadership training and development relevant to your area of practice in management and leadership

The successful Ward Manager will receive an excellent salary of £40,000 - £44,000 per annum DOE. This exciting position is a permanent full time role working 37.5 hours a week. In return for your hard work and commitment you will receive the following generous benefits:
• 25 days annual leave plus bank holidays (increasing by a further 2 days after 5 year’s service.)
• Opportunities to develop and progress in a wide variety of care settings.
• Free Parking on site
• Subsidised meals onsite
• Enhanced maternity pay
• Disclosure check cost coverage
• Comprehensive induction and commitment to ongoing training
• Online benefits and cash back rewards
• Cycle to work scheme
• Contributory pension scheme
• Refer a friend bonus
• Long service awards

Reference ID: 2073
To apply for this fantastic job role, please call on 0121 638 0567 or send your CV to contact@jupiterrecruitment.co.uk

Talk to us - Jupiter Recruitment on WhatsApp
Our WhatsApp number is - 07856209032

Working Style: Anywhere worker This means that we come into the office in Chelmsford to undertake activities which benefit from in-person interactions, which tends to average 1-2 days per week

The Opportunity

This isn't a traditional HR job; in fact, the job title doesn't encompass the breadth of the role.

We work within the HR space developing collaboration and trust to deliver better quality HR services at lower cost to our partner organisations. Our operating model is to work with and support HR services with real problems where they may not have the capacity, knowledge, or expertise rather than to look to manage whole services on their behalf.

We have been able to use our scale to negotiate and implement cost reductions in resourcing that benefit our partners, develop their own shared services, or undertake ER casework. We help our partners with organisation design, development programmes, workforce planning, learning & development, and employment vetting to name a few.

You will bring strategic foresight and commercial acumen and will have a demonstrable track record of exploring and executing future options that not only align with our objectives but also consider the financial efficacy of services and their sustainability in the evolving landscape of public sector services.

It's a diverse and growing portfolio that needs an exceptional commercial professional, who can also bring subject matter expertise in a broad range of HR services. You will have extensive commercial experience developing large scale HR services combined with experience of working at a senior level in local government or a comparable regulated organisation. You will have high standards for service delivery, ensuring our partners receive best in class solutions to their HR needs, and that we continue to build our reputation as a provider of choice.

This is a traded service, so yes, we aim to return a surplus to the Council, but we are not motivated solely by profit. We work ethically to find the right solution for our partners ensuring excellence and innovation in the delivery of professional specialist services together with delivering a best value advisory service.

You will be at the forefront of considering the delicate balance between delivering superior services, ensuring financial efficiency, and paving the way for the long-term sustainability of our HR offerings. Your detailed understanding of commercial dynamics and business acumen will be central to navigating the intricacies of this multifaceted role, ensuring that Essex County Council (ECC) continues to stand as an example of excellence.

Further Information

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Please note that Essex County Council has determined that the off-payroll working rules will apply to this assignment and where a worker elects to provide their services through an intermediary (such as a personal services company) then income tax and primary national insurance contributions will be deducted at source from any payments made to the intermediary.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

Follow us on Facebook , Twitter, Instagram and LinkedIn . Further details can be found on our careers page .

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Pay and Reward | Our Ways of Working | About Us | Organisation Behaviours

Field Based Contracts Manager

Job Type: Full Time, Permanent

Location: Essex ideally based in Chelmsford

Working Hours: Monday – Friday

Salary: £35000 to £40000 per annum depending on experience.

Benefits:

• Company vehicle with fuel card
• Phone and laptop
• Sage benefits inc. retail discount vouchers, wellbeing & GP helplines
• Pension
• 29 days holidays increasing to 33 days annual leave inc. bank holidays
• Friendly and professional teams
• A varied role within established company
• Private health cover after probationary period.

Offering a varied and exciting field-based role with a variety of company benefits, Portico GB Ltd are looking for an experienced and flexible new build window Contracts Manager to work around the Essex area covering sites in Essex East Anglia and Home Counties.

Portico GB Ltd is a leading subcontractor to the new build industry based in Woolpit near Bury St Edmunds who supply and install windows, doors, conservatories, and wardrobes.

The Opportunity – Field Based Contracts Manager:

As a Field based Contracts Manager, you will be looking after 10-15 new build construction sites in the Essex, East Anglian and Home Counties regions. Travelling daily between sites, you’ll ensure the window installation teams are working efficiently, safely and completing quality work.

A full driving licence is essential with the ability to continually travel.

Responsibilities – Field Based Contacts Manager:

• Complete regular site checks to confirm that sufficient up to date tools are being used
• Ensure efficient, safe and productive installations on site
• Deal with site requests, site surveys, attend site start up meetings, and minute and report those meetings
• Keep up to date with all replacement parts orders and ensure plots are commissioned to the highest standard
• Liaise with our customers on site
• Check and monitor quality of our work by way of weekly site inspection reports
• Attend periodical management meetings with pre-prepared reports
• Maintain a positive, polite environment on site
• Ensure fitting teams are wearing company clothing at all working periods
• Ensure that productivity is maximised by way of using the resources of the business (vehicles, Labour) in the most efficient and economical manner
• Ensure that labour is kept up to date with all Health and Safety matters
• Work closely with the Operations Manager and Installations Manager in the day to day running of the installation teams
• Assist in training fitters in key areas
• Attend site on our fitters first visit to assist in contract start up
• Ensure that vehicles are kept clean and tidy

Person Specification – Field Based Contracts Manager:

• You’ll need to be a CSCS registered Supervisor or higher
• Full valid UK driving licence is required
• Great people management skills
• Experience of managing a team, preferably within a New Build, construction/installation environment
• A recognised health and safety qualification is preferrable
• Sufficiently computer literate to operate Word and email
• A strong understanding of all aspects of the contracting process
• Knowledge and awareness of Health & Safety standards
• Good interpersonal and communication skills, verbal and written
• Well organised and proactive
• Ability to maintain a professional manner when on-site or in an office environment

Operations Manager- Are you a motivated Operations Manager eager to make an impact to people's lives? If so, this could be the role for you!

Spider is supporting a charity who help to ensure that people who find themselves homeless are supported. To help maintain and grow, they are seeking an experienced Operations Manager to oversee daily activities based in Chelmsford, Essex.

Fantastic company benefits include:

- Competitive Salary:£42,025 - £48,175per annum

- Holiday:33 days annual leave (including bank and public holidays)

- Parking: Free on-site parking provided

- Pension: Workplace Pension

- Employee extrassuch as:Employee Assisted Programme, discounts on retail, holidays, entertainment and much more

About the role:

As the Operations Manager you will have a sharp business mind and proven success in managing multiple departments for maximum productivity. You will be skilled in Human Resources, Finance, and IT Management, and be able to develop and maintain an environment of trust, diversity, and inclusion within the team.

Other duties include:

- Lead and manage teams to achieve the charity's mission and deliver high-quality services to all those it supports.

- Oversee annual budgets in collaboration with the CEO, ensuring effective resource allocation and financial sustainability.

- Contribute to strategic decision-making and shaping the charity's future direction and financial strategy.

- Research external trends and developments that impact the charity's work and mission.

- Drive initiatives to transform the lives of homeless individuals, empowering them to achieve a positive lifestyle and contribute to their community.

- Maintain high standards of service delivery, ensuring compliance with external requirements and expectations.

About You:

You will need at least 4 years' experience within an Operations Management role, along with a strong background in budget development and oversight. You will need to have the ability to delegate effectively while maintaining control and client service. Be a collaborative and dynamic individual with excellent conflict management and negotiation skills. You will be proficient in business productivity software and able to learn new applications quickly. With a strong focus on achieving results, you will be self-motivated and self-disciplined, with a passion for the charity's mission and values. Experience of working in the third sector would be advantageous, as would strong IT skills including Microsoft Office and Inform. A leadership or degree level qualification would be desirable. You must have a UK driving licence.

It is anticipated the role will start in September 2024. The onboarding process is likely to include a two-stage interview with a presentation or pitch, DISC profiling and a chance to meet the team.

Please check your email inbox and spam/junk mail folder for any email correspondence for this vacancy.

If you require any reasonable adjustmentssuchas access or information in an alternative format, please inform ussoon as you are ableso that we can make the appropriate adjustments.

No recruitment agencies, please

Additional keywords: operations, management, manager, operations manager, charity, senior management

This vacancy is being advertised and handled through Spider, the region's Online Job Advertiseronour behalf. We both take your privacy seriously.When you apply, your details are processed and available for ustodirectlyreview for this vacancy.As you mightexpectyou may be contactedby email, text, or telephone. For full Privacy Policydetailsplease see email correspondences on receipt of your application.

Are you an experienced, dynamic HR Manager seeking a fresh challenge? Do you enjoy managing a team? Would you relish the chance to deliver strategic people goals and make a difference?

At Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer.

We are currently looking for a Senior HR Manager to play a key part in the management and delivery of a comprehensive HR service across our London and South East region. This key opportunity will manage a team of experienced HR Managers with overall responsibility for delivering a comprehensive, commercially focused HR service. We are flexible on location for this role as it will involve travel across London, Kent and East Anglia. You may live in St Albans, Luton, Chelmsford, Ipswich, Maidstone, Dartford, Watford, Milton Keynes, Hayes, Slough, Maidenhead or any of the surrounding areas and this could be the role for you.

Here at Tarmac, we are working hard to create a dynamic and inclusive environment and it’s important that our people come from a variety of different backgrounds.

Main Responsibilities

Reporting directly to the HR Director, the Senior HR Manager will be responsible for the delivery of comprehensive HR service to a Business of over 1,000 employees across a range of product streams and professions.

You will work closely with the Managing Director in the region and other key stakeholders to design, develop and implement the regional people strategy aligned to national strategies ensuring that we have a high-performing business, which is able to attract, retain and develop people to deliver success.

As well as managing the provision of a professional and strategic HR service within the region to a range of senior leaders, you will also actively contribute to Tarmac’s wider HR agenda, including inclusion and diversity, talent development, improving employee engagement, developing our employer brand, and increasing community / educational engagement through the development of youth strategies.

As Senior HR Manager you will be responsible for:

• Managing key service delivery relating to organisational change management; delivery of critical people development programmes; adherence to reward policy; supporting performance management and working with the business to achieve a positive employee relations culture
• Partnering with our Reward team and your peer group to ensure a consistent and fair approach to salaries and Terms and Conditions
• Contributing to health and wellbeing, talent management, and salary management programmes across the region and wider business
• Creating a positive employee relations climate of partnership through the facilitation of a business-focused partnership between Trade Unions, employees, and management
• Playing a key role in ensuring Tarmac is an organisation where all individuals can flourish and develop, ensuring the region has robust succession plans for all critical roles and encouraging a 'One Tarmac' approach to talent management & development
• Developing and embedding HRMI data suite and KPI’s, critically reviewing regional performance to identify opportunities for improvement and value-add initiatives. Reviewing data to identify demographic trends and defining strategies to improve representation (age, gender and ethnicity)
• Partnering with leaders to define and deliver employee engagement action plans, focused on improving engagement and cultural indicators and identifying areas of improvement for ‘Cultural Enablement’ initiatives
• Researching future of work trends and innovation, making suggestions on how HR practice should evolve as technology advances and society shifts
• To coach, lead and develop the capability of the regional HR team and ensure a healthy succession plan is in place for the HR Operations team and wider function

The Ideal Candidate

The ideal candidate for the role of Senior HR Manager you will be CIPD qualified or possess equivalent experience and possess a comprehensive understanding of HR principles and practices coupled with relevant business experience and professional development. You will be a well organised, agile and resilient Manager - the ability to develop and execute strategies through a team of HR professionals is vital for this role.

Suitable candidates for Senior HR Manager will be able to lead, develop and inspire direct reports and people in the wider organisation to cultivate high-performing, competent teams. Your ability to deliver excellent performance and influence internal and external stakeholders to deliver positive results will be fully utilised in this role. Shortlisted candidates will demonstrate the following competencies:

• Strategic: supports the organisation’s strategic direction, future-focused, executes strategies through a team of HR professionals
• Commercial: understands the business needs with awareness of value drivers
• Consultant Mindset: diagnoses problems, creates solutions, and tailors to business needs
• Effective Communicator: Listens, engages, influences, collaborates and builds relationships
• Thinks bigger: looks holistically beyond HR to the business and external context – brings fresh perspectives in
• Data-oriented: Able to identify business issues from data and act based on analysis and judgement
• Digitally enabled: Understands the implications of digitalisation for the people strategy and business
• Curious with a growth mindset, invests in continuous learning and develops understanding of future of work trends
• Agile and adaptable with a continuous improvement mindset and change agent approach
• Comprehensive understanding of HR principles and practices, coupled with relevant business experience and professional development.
• High integrity and advocacy skills with the ability to challenge (stands up for what is right)
• Impact and influence (able to get acceptance of ideas through indirect influence)
• Personal Drive and a desire to succeed and improve
• Leadership skills, the ability to develop, motivate and inspire a team

In return, Tarmac provides an excellent salary, company car/allowance, bonus and PMI and a work environment that is inclusive, innovative and rewarding.

If you enjoy making a difference and recognise that people are our greatest asset, then get in touch/apply to find out more.

Your background does not necessarily have to be from the same industry as we are working hard to create a dynamic and inclusive environment and it is important that our people come from a variety of different backgrounds.

Why Us

In addition to the role of Senior HR Manager we also offer an extensive range of career development opportunities and industry-leading rewards, incentives and benefits including company car/car allowance as well as:

• Bonus scheme
• Enhanced holiday entitlement
• Contributory pension scheme
• Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
• Access to our Employee Assistance helpline for free and confidential advice
• Access to join our Employee Communities (employee networks) we currently have nine communities inc.(REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
• Training and development opportunities

Interested? Why not click here to find out more? Go on… are you ready to build your future?

Tarmac, a CRH company, is an equal-opportunity employer. We are committed to creating an inclusive work environment for all employees and actively encourage applications from all sectors of the community.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when this happens we sometimes bring the published closing date forward, so please apply promptly to avoid disappointment.

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Tarmac Trading Limited

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

The Role - Team Manager

We’re looking for motivated and driven individuals to join our team as a Team Manager. The successful candidate will be leading and performance managing a team of Customer Service Advisors to deliver in hours and out of hours support services to clients and customers via multiple channels within a 24/7/365 Customer Service Centre.

The hours of this role will vary from 7/8am to 5/6pm or 2pm to 10pm. You will be working on a 4 days on, 4 days off basis so this will also include weekends.

Duties/Key Responsibilites

• The performance and development of a team of cross-skilled customer service advisors in line with the CSC performance management framework.
• Support the deliver of the Connect operational plan with clear performance and customer service outcomes.
• Support and deliver the Pinnacle values through effective management of people and processes.
• Work collaboratively with internal and external partners to achieve agreed objectives.
• Deputising for the Head of Contact Centre Operations Manager as required.
• You will performance manage a team of CSA’s responsible for dealing with high volume customer contact and enquiries by telephone/live chat/social media/e-mail etc.
• You will work in a performance management driven culture with SMART objectives linked to the overall CSC key performance indicators.
• You will provide ongoing coaching and development of your CSA’s which will include monthly 1-2-1 sessions, team meetings and individual personal development plans.
• You will be a customer service ambassador, ensuring your team provide excellent customer service, take ownership, and promote customer self-service in the future.
• You will ensure your CSA’s resolve customer enquiries in a quick and efficient manner, resolving issues via first contact resolution (FCR) where possible, to deliver a seamless out of hours service in line with the Pinnacle values.
• You will deal with escalations from CSA’s where appropriate and look to limit the volume of complaints raised to front-line staff by early agreed resolution with our customers.
• You will ensure a high-quality is provided to customers at all times in line with Pinnacle values, behaviours, and corporate standards.
• You will act as a positive role model for other staff members, and convey the Pinnacle values, behaviours, and corporate standards at all times.
• Promote and support a culture of continuous improvement in customer service to achieve excellence.
• Use feedback from customers to improve services being delivered by your team.
• Support your team to provide proactive customer services.
• Be prepared to offer support to resolve difficult issues and manage escalated complaints about our services quickly, learning from the experience.
• Promote a culture that balances the needs of the customer with those of the business.
• Seek and act on feedback to improve your team performance.
• Effectively performance manage staff to ensure service standards are maintained.
• Have a clear understanding of the Organisations objectives and how you feel you and your team contribute to meeting them.

Skills Required

In order to be successful in this role, we have outlined the key behaviours we’ll expect of you, and the knowledge, experience, and skills you will need to do the job. You’ll be assessed on these criteria at various stages through the selection process.

• Staff management experience, preferably in a customer focused, contact centre environment.
• Experience of delivering excellent customer services that meet individual and team needs and performance requirements.
• Experience of managing business and staff performance.
• Willingness to work evenings/weekends to meet client and customer needs.
• Excellent communication and relationship building skills.
• Experience of working in a repairs and maintenance, social housing, or similar environment.
• Experience of managing staff working in a multi-channel customer service centre.
• Experience of delivering an effective repairs and maintenance service.
• Strong people management, coaching and development, problem-solving skills.
• Excellent customer service and recovery skills.
• Ability to work independently, manage your own workload and meet deadlines.
• Good communication skills, including written and verbal with excellent interpersonal skills and ability to express ideas in a clear and concise manner to different audiences.
• Good decision making and ability to think tactically and identify service improvements.
• Experience of working in a performance management culture.
• Ability to deal firmly, yet diplomatically with a wide range of people and situations.
• Ability to work flexibly and have an adaptable approach to change and lead people through that change well in a fast-paced, contact centre environment.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

A fantastic new job opportunity has arisen for a committed Nurse Deputy Home Manager to work in a brand new excellent nursing home based in the Chelmsford, Essex area. You will be working for one of UK’s leading health care providers

This is a nursing home with a welcoming and homely environment for those with a variety of needs and offering the highest levels of care, service and flexibility

**To be considered for this position you must be qualified as a Registered Nurse with a current active NMC Pin**

As the Deputy Manager your key responsibilities include:
• Responsible for monitoring standards of care delivered by qualified and unqualified care staff
• Support the Manager in the implementation of all policies, procedures, and business objectives
• Prepare the staff duty rota to ensure appropriate staffing levels at all times
• Responsible for monitoring the wellbeing of each resident, being aware of any change impacting on care and care plans, ensuring that new needs are met, and written records are amended to reflect any variation
• Act as a focal point for contact with residents, their relatives and visitors, as well as health and social care professionals involved in their wellbeing, ensuring that any reasonable requests are acted upon and concerns or complaints are promptly investigated and dealt with appropriately
• Liaise with the Home Manager across the range of operational activity to be able to assume responsibility for managing the Home during the manager’s scheduled and unscheduled absences
• Contribute fully to team working, responding positively to colleagues and action all reasonable work instructions promptly
• Advise on the supply and quality of items used to carry out tasks, ensuring the timely and appropriate ordering of replacement goods

The following skills and experience would be preferred and beneficial for the role:
• Have strong leadership skills & are highly motivated
• Have a friendly & caring attitude
• Able to engage well with the residents and their families
• Have strong written & verbal communication skills
• Experience of working with people with Dementia

The successful Deputy Manager will receive an excellent salary of £23.00 per hour and the annual salary £44,850 per annum. This exciting position is a permanent full time role working 37.5 hours a week. In return for your hard work and commitment you will receive the following generous benefits:
• 28 days holiday (FTE) (including bank holidays)
• Annual pay reviews, pension contributions & enhanced bank holiday rates
• Supportive and bespoke Induction Training Programmes, ongoing training and development and nationally recognised qualifications
• Refer a friend or resident bonus scheme
• Pension Contributions & a range of excellent discounts for shops, restaurants, days out & more

Reference ID: 6500
To apply for this fantastic job role, please call on 0121 638 0567 or send your CV to contact@jupiterrecruitment.co.uk

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

The Role - Team Manager

We’re looking for motivated and driven individuals to join our team as a Team Manager. The successful candidate will be leading and performance managing a team of Customer Service Advisors to deliver in hours and out of hours support services to clients and customers via multiple channels within a 24/7/365 Customer Service Centre.

The hours of this role will vary from 7/8am to 5/6pm or 2pm to 10pm. You will be working on a 4 days on, 4 days off basis so this will also include weekends.

Duties/Key Responsibilites

• The performance and development of a team of cross-skilled customer service advisors in line with the CSC performance management framework.
• Support the deliver of the Connect operational plan with clear performance and customer service outcomes.
• Support and deliver the Pinnacle values through effective management of people and processes.
• Work collaboratively with internal and external partners to achieve agreed objectives.
• Deputising for the Head of Contact Centre Operations Manager as required.
• You will performance manage a team of CSA’s responsible for dealing with high volume customer contact and enquiries by telephone/live chat/social media/e-mail etc.
• You will work in a performance management driven culture with SMART objectives linked to the overall CSC key performance indicators.
• You will provide ongoing coaching and development of your CSA’s which will include monthly 1-2-1 sessions, team meetings and individual personal development plans.
• You will be a customer service ambassador, ensuring your team provide excellent customer service, take ownership, and promote customer self-service in the future.
• You will ensure your CSA’s resolve customer enquiries in a quick and efficient manner, resolving issues via first contact resolution (FCR) where possible, to deliver a seamless out of hours service in line with the Pinnacle values.
• You will deal with escalations from CSA’s where appropriate and look to limit the volume of complaints raised to front-line staff by early agreed resolution with our customers.
• You will ensure a high-quality is provided to customers at all times in line with Pinnacle values, behaviours, and corporate standards.
• You will act as a positive role model for other staff members, and convey the Pinnacle values, behaviours, and corporate standards at all times.
• Promote and support a culture of continuous improvement in customer service to achieve excellence.
• Use feedback from customers to improve services being delivered by your team.
• Support your team to provide proactive customer services.
• Be prepared to offer support to resolve difficult issues and manage escalated complaints about our services quickly, learning from the experience.
• Promote a culture that balances the needs of the customer with those of the business.
• Seek and act on feedback to improve your team performance.
• Effectively performance manage staff to ensure service standards are maintained.
• Have a clear understanding of the Organisations objectives and how you feel you and your team contribute to meeting them.

Skills Required

In order to be successful in this role, we have outlined the key behaviours we’ll expect of you, and the knowledge, experience, and skills you will need to do the job. You’ll be assessed on these criteria at various stages through the selection process.

• Staff management experience, preferably in a customer focused, contact centre environment.
• Experience of delivering excellent customer services that meet individual and team needs and performance requirements.
• Experience of managing business and staff performance.
• Willingness to work evenings/weekends to meet client and customer needs.
• Excellent communication and relationship building skills.
• Experience of working in a repairs and maintenance, social housing, or similar environment.
• Experience of managing staff working in a multi-channel customer service centre.
• Experience of delivering an effective repairs and maintenance service.
• Strong people management, coaching and development, problem-solving skills.
• Excellent customer service and recovery skills.
• Ability to work independently, manage your own workload and meet deadlines.
• Good communication skills, including written and verbal with excellent interpersonal skills and ability to express ideas in a clear and concise manner to different audiences.
• Good decision making and ability to think tactically and identify service improvements.
• Experience of working in a performance management culture.
• Ability to deal firmly, yet diplomatically with a wide range of people and situations.
• Ability to work flexibly and have an adaptable approach to change and lead people through that change well in a fast-paced, contact centre environment.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.