Assistant Contract Manager

Assistant Contract Manager (Team Manager)

Coventry - CV6

£21k - £25k depending on experience + benefits

Becoming an Assistant Contract Manager with Capita Central Government Services:

The Assistant Contract Manager will manage a customer focus team handling calls relating to Housing Benefits and Council Tax and lead the team through performance management. You will maintain a positive and motivated team by offering assistance as necessary to encourage team members to fulfil both individual and team based responsibilities.

What you will do:

• Develop direct reports using monthly 1-2-1 meetings, coaching, objective setting, targets, appraisals, training and performance management
• Assist with the management of internal and external clients
• Monitor the performance of teams and individuals, identifying development areas and addressing any poor performance where appropriate
• Provide feedback and coaching to team members based on evaluated calls and referrals

• Call monitor all team members regularly using side by side coaching

• Escalate unresolved complaints to Contract Manager as second contact in escalation procedure
• Ensure that training and knowledge tools and documents are updated when required.
• Be available as a point of contact in the escalation procedure and provide on the spot coaching when required
• Interact with and provide approval when required within the Change Management Process
• Promote prevention of fraud by completing internal checks and controls
• Manage levels of absence and attrition to agreed targets

• Achieve the highest level of punctuality and attendance, leading by example, ensuring all team members comply with Capita policy Update customer information accurately on computerized technology

• Conduct regular briefings for team members to ensure that they are aware of any relevant issues or updates

• Ensure all HR administration policies are adhered to and processed in a timely and accurate manner

• Ensure that all employees in the team are managed in line with Capita policies and that there are effective processes in place to deliver and monitor development that are aligned with the ENGAGE principles

• Ensure all staff are adhering to their scheduled activities, ensuring any deviance is dealt with real time and the Real Time analyst is made aware.
• Have a clear understanding of telephony reports in order to identify call trends and agent activity
• Quickly react to high call volumes ensuring any scheduled off the phone activity with agents is rescheduled and communicate

Your experience will include:

• Experience of managing people with the ability to build and lead teams within a call centre environment
• Good understanding/experience of business management to improve profitability and turnover
• Understanding of current Health and Safety, data protection legislation and quality policies
• Good interpersonal and organisational skills
• Good numerical and analysis skills
• Good understanding of HR policies, procedures and legislation.
• Ability to remain focussed and decisive when working to specific targets in a pressured environment.
• Ability to identify potential problems and resolve them efficiently
• Commercial awareness

About Capita Central Government Services:

Capita has been a trusted partner of many central government departments and agencies for 30 years. We've delivered innovative and efficient ways of working that have helped the government to cut costs while improving the quality of service to the public. We offer flexible and bespoke service delivery arrangements to meet the challenges involved in transforming public services and to secure specific policy outcomes within budget.

Central Government Services are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you 23 day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options.

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now.

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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.