Permanent
Vacancies...
Job Title: Team Manager
Location: Glasgow city centre.
Salary: £16.5 to £17.5K per year
Hours: 37.5 per week, must be flexible More...
Job Title:
Customer Service Advisor
Location: Uddingston (free transport provided to and from work, leaving
from Glasgow City Centre)
Salary: £12,000 per year + bonus. More...
Job Title: Senior Team Manager
Location: Glasgow City Centre
Salary: £21000 - £25000 More...
Job Title: Service Delivery Manager
Location: Glasgow City Centre.
Salary: £30000 -£35000 More...
Job Title: Network Customer Care Specialist
Location: Motherwell
This is a 24x7 operation centre so shift work is involved and it is recommended
to have a car because public transport is not reliable
Salary: up to 16K for English speaker, up to 18K for language speaker.
More...
Job Title: Resourcing Specialist
Location: Glasgow City Centre
Rate of pay: £24,000 - £25,000
Length of contract: permanent
Days of work: Monday - Friday
Hours of work: 37.5. More...
Job Title: New Business Telesales Agent
Location: Glasgow city centre
Salary:£15-£18K plus commission (realistic OTE of £33k
- £36k)
Hours of work: Mon-Fri 9am-5:30pm More...
Job Title: Customer Service Administrator
Location: Motherwell.
Salary: £14,500 More...
Job Title - Team Manager
Salary- £16.5 to £17.5K per year
Hours- 37.5 per week, must be flexible
Location- Glasgow city centre
Project Specific Requirements
Must have proven track record in a customer service environment, coupled
with an IT background.
Key Responsibilities:
- Undertake coaching sessions with team members, listening in to live
calls and giving immediate feedback and development objectives. Follow
CQM process, ensuring the information collected is used to direct coaching
sessions.
- Hold one to one meetings with each individual to discuss performance,
morale and any issues
- Ensure two-way communication is maintained between team members and
management by holding weekly team meeting and buzz sessions
- Take an active role in the recruitment and development of operational
staff
- Support an environment that encourages a 'can do' approach
- Support a motivational atmosphere where individuals want to come
to work and are encouraged to develop themselves and operational efficiencies
- Ensure all agents have the levels of knowledge to effectively carry
out their roles
- Conduct performance appraisals for each member of team agreeing an
achievable development plan
- Undertake any administration associated with holidays, sickness,
rotas and bonus schemes, ensuring it is submitted in a timely manner
Candidate Profile:
- Strong customer service skills required
- Communicates openly about goals, performance, customer experience
and current issues
- Assigns clear roles and responsibilities amongst team members
- Sets priorities for self and team members and meets deadlines
- Follow up to ensure goals are achieved
- Methodical in approach to planning new tasks
- Identifies and plans resources needed to complete tasks
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Job Title- Customer Service Advisor
Location- Uddingston (free transport provided to and from work,
leaving from Glasgow City Centre)
Salary- £12,000 per year + bonus, use of on-site gym and
'chill-out' room
The shift pattern is a three week rotation with Day Shift: 9:30am -5:45pm
Tuesday through Friday and Saturday 9:30am-2:45pm.
The back shift is Monday to Friday 12:40pm - 8:25pm.
Project Specific Requirements :
Candidate will make calls via a dialler for KFIS in order to give customers
a free car insurance quotation. On each call the agent will build a quote
and pass it on to the sales team in order for them to close the sale.
No direct selling is involved.
Key Responsibilities :
Always represent the company in a positive manner
Update systems accurately with relevant information
Work as part of a team, offering assistance to others
Review contacts with customer, reflecting on what you would do differently
next time in order to improve the customers experience
Candidate Profile :
Outbound calling experience
Highly motivated
Confident
Excellent communication skills
Must have proven track record in working with targets and have a desire
to meet and exceed any targets presented to them.
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Senior Team Manager £21000 - £25000
Based in Glasgow City Centre
Outline of role:
To manage all aspects of the operational delivery for an Outbound residential
sales operation
Key Responsibilities:
- To inspire, support and develop the Team Managers to deliver on operational
performance targets and dialled hours targets
- To provide support to Service Delivery Manager and Business Manager
in all aspects of the operation, including day to day client relationship
building
- To work with the sales trainer, recruitment specialist and quality
team in a virtual team to support the ongoing performance improvement
of the operation
- To attend monthly KPI reviews highlighting operational performance
- To work with reporting analyst on continual improvement of reports
used for internal use
- To own the distribution of reports to clients, ensuring editorial
control of all narrative is consistently maintained and adds value to
clients business
- To undertake coaching sessions with team managers and provide development
opportunities to enhance performance
Client Management:
- Gain a detailed understanding of the clients business and their business
requirements
- Development of relationships with key client contact, decision makers
and influencers within specific account
- Communicate regularly and effectively with client to increase confidence
and reinforce partnerships
- Ensure focus is maintained in understanding the changing needs of
the clients and their customers
- Maintain a high level of awareness of contact centre industry developments
where appropriate
- Arrange, attend and manage monthly account meetings
- Arrange, attend and manage Quarterly Business Reviews
Staff Management and Development:
- Ensure regular team briefings and meetings are carried out and documented,
with minutes circulated
- Identify and implement individual and team training and development
needs
- Ensure operational succession planning is in place and documented
- Take immediate action to resolve operational staffing issues, seeking
input from HR business partner and senior management as appropriate
- Ensure a documented program of operational staff monitoring, with
feedback mechanism for staff built in. This should be on an ongoing
daily, weekly and monthly basis and full documentation must be available
- Keep individual performance records on all staff under your ultimate
control
- Display leadership qualities and display a professional and positive
attitude to help towards a similar operational culture
Candidate profile:
- Previous Team Management experience in a fast moving Telesales /
Contact centre environment
- Must be a self starter, creative and able to think in a non traditional
way at times
- Must be able to inspire and motivate Team Managers and advisors to
deliver against daily / weekly / monthly targets
- A strong change orientation
- Excellent communication and interpersonal skills are essential
- A can do approach to overcoming success barriers and unforeseen challenges
- An ability to demonstrate decisiveness in the face of uncertainly
and learn from mistakes made whilst adopting this approach
- Expert user of Microsoft Office
- A proven track record in over achievement of sales targets
- A motivational and inspirational leader
- Able to build relationships with and influence key managers across
the business
- Able to work on own initiative
- Knowledge of basic principles of financial management / commercial
awareness
- Knowledge of quality management principles within a Contact Centre
context
- Knowledge of direct marketing principles and campaign management
- Knowledge of Concerto dialler technology
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Service Delivery Manager
Salary Band : £30000 -£35000
Responsible for a business unit comprising of a portfolio of clients,
this role focuses on managing the day to day operational and relationship
elements of each client account ensuring SLA's and client expectations
are met or exceeded.
The SDM title would probably be similar to a Sales Ops Manager/Outbound
Ops Manager and we are looking for candidates with significant operational/client
experience within the outbound Contact Centre area
Qualifications:
Preferably educated to degree level in a business discipline
Skills, knowledge and experience:
- Proven track record in call centre management or people intensive
operational management environment
- Strong presentation skills
- Excellent track record in people management
- Strong analytical skills
- Excellent organisational and planning skills
- Excellent communication skills, both written and oral.
- Good interactive skills
- Experience in client management
Staff Management and Development:
- Ensure regular team briefings and meetings are carried out and documented,
with minutes circulated. Content should include operational performance,
client business objectives, TCCS information and areas for development,
and general update of wider business developments
- Identify and implement individual and team training and development
needs
- Ensure operational succession planning is in place and documented
- Take immediate action to resolve operational staffing issues, seeking
input from HR business partner and senior management as appropriate
- Ensure a documented program of operational staff monitoring, with
feedback mechanism for staff built in. This should be on an ongoing
daily, weekly and monthly basis and full documentation must be available
- Keep individual performance records on all staff under your ultimate
control
- Display strong leadership qualities and display a professional and
positive attitude to help build a similar operational culture
Financial and Commercial:
- Responsibility for revenue retention and growth through additional
valuable services for the client
- Drive and attend commercial review meetings to maintain a good understanding
of financial's
- Responsibility for client billing
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Resourcing Specialist
Based in glasgow City Centre
Rate of pay: £24,000 - £25,000
Length of contract: permanent
Days of work: Monday - Friday
Hours of work: 37.5
Key responsibilities:
To provide specialist advice and support to managers on effective resourcing
methods
To manage and end to end recruitment processes and campaigns
To monitor effectiveness of recruitment campaigns and initiate improvements
to retention rates
Collate and analyse supplier performance information to ensure best value
and support business decisions
Develop and manage relevant supplier relationships
Develop good working relationships with HR colleagues across the company
and shares alternative solutions.
Support business line managers by delivering a generalist HR service
Take a proactive role in continuous improvement, particularly in the area
of resourcing
Candidate Profile
Broad generalist HR experience (minimum post qualification 2/3 years)
Sound experience of developing and implementing effective recruitment
policies and processes
Ability to use initiative to develop effective and measurable HR solutions
to meet changing business needs
Enthusiastic and tenacious manner, able to use initiative to deliver resourceful
HR and recruitment solutions
Able to role model effective people management / leadership skills, ability
to lead as well as follow
Commercially aware and able to operate within time and costs constraints
Excellent technical skills / knowledge with proactive use of IT packages
used in HR and Thus i.e. SAP and Microsoft Office
Ability to independently and as part of the TCCS and the broader HR team
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Job Title - New Business Telesales Agent
Salary- £15-£18K plus commission (realistic OTE of
£33k - £36k)
Hours of work- Mon-Fri 9am-5:30pm
Location- Glasgow city centre
Contract- Permanent
Want the potential to earn in excess of £33,000 per year?
Want to work in an exciting sales environment for a market leader?
Want to benefit from excellent sales training and development?
We have been established for 8 years and are the market leader in our
field.
We offer a large portfolio of products to help our corporate clients
meet
their needs.
Due to expansion, we are looking for dynamic people with a proven track
record to join our winning team. The main responsibilities are to:
- Sell our range of products by making outbound calls
- Ensure calls are carried out within our code of practice
- Ensure clients information is gathered and collated accurately
- Reach a minimum outbound call target every day
- Create and manage a pipeline of active deals
Ideally from a Sales background, you will:
- Have at least 1 years Sales experience.
- Be able to sell any product
- Be driven and focused
- Have previously worked in a target driven environment
- Be ambitious and hungry.
- Be able to deliver results!!!
The successful candidates will be rewarded with an excellent package
including basic salary and an achievable OTE
Other benefits include:
- 25 days holiday
- Pension (following 3 months probation period)
- Health (Bupa following 6 months period)
- Share Option program (must be employed from Jan 01 - end Dec)
- Discount card etc
- Season ticket loan
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Network Customer Care Specialist
Permanent contract
Location: Motherwell
This is a 24x7 operation centre so shift work is involved and
it is recommended to have a car because public transport is not reliable
Salary: up to 16K for English speaker, up to 18K for language speaker
(German, French, Spanish, Italian, Dutch, Nordic)
Salary is negotiable depending of your experience
Working hours per week: 40 hours worked
Role
Customer Care Specialist providing first line fault handling for Network
customers.
- Requirement Customer handling skills
- Understanding of how network technology, primarily routers and switches,
work
- Understanding of LAN technologies. Ethernet (10/100/100), LANE.
- Understanding of WAN technologies. Frame relay, serial, ISDN, ATM,
POTS, LES.
- Knowledge of network monitoring tools. HP Openview, CiscoWorks, NerveCentre,
Concord.
- First line network diagnostic skills. Ability to remotely access
Cisco devices and provide first line classification of problems.
- Troubleshooting skills.
Responsibilities :
- Provide first line of customer contact into Network Operations Centre.
Handle calls received via customer contact number.
- Monitor customer fault systems via paging system. Provide first line
classification of events generated by customer systems.
- Provide first line resolution of common networking faults.
- Escalate faults to second line support as required.
- Escalate faults to management chain as required.
- Log customer faults into fault tracking system, update and close
faults as appropriate.
- Provide customer updates during fault resolution in out-of-hours
shift.
- Assist in generation of customer fault statistics and reports.
- Complete ownership of customer WAN faults. Reporting failures to
carriers, notifying customers, escalation within carrier as required
and closure of fault.
- Raise RMA requests with manufacturers.
- Monitor vendor software bug release notifications for relevance to
customer base.
- Maintenance of customer network diagrams using Visio.
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Position : Customer Service Administrator
Salary: £14,500
Knowledge:
- Must have current experience in a Customer Service environment.
- Experience in a customer Sales interfacing role.
- Experience within a Switch & Sensor product environment would
be advantageous.
- Must have experience in generating written "Quotations"
for customers.
- Knowledge of office and admin systems would be advantageous.
Skills :
- Must be fluent in English, a second European language would be advantageous.
- Have basic technical knowledge in a mechanical engineering environment.
- Strong interpersonal skills and communication skills required in
dealing with customers and sales force.
- First class telephone manner and skills, with the ability to log
details accurately and clearly.
- Able to work under own initiative
- Ability to work under pressure
- Good all-round PC Skills
Attitude :
- Must work well in a team environment
- Enthusiastic, self-motivated, with a positive 'can do' attitude
- Goal orientated
- Capable of demonstrating integrity and high ethical standards when
dealing with customers
Summary of Duties:-
The successful candidate will be responsible for the generation and administration
of a quotations database and/or maintenance of a product list price /
discount master file.
Dealing with customer enquires via telephone, fax, E-mail and post, you
will also provide administration support for the technical support team
and the external sales force.
You will act as the initial point of contact for a broad range of customers
(Distributors, OEM's and End-user's) and will gain knowledge of Honeywell
products and businesses, which will allow you to manage and direct enquires
to the appropriate people.
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