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Digital Team Manager

Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Due to continued growth of Arrow Global we have a fantastic opportunity to join the team as a Digital Team Manager.As a Digital Team Manager, youll be a role model for proactively delivering excellent customer service and contribute positively to the overall performance of the department through your effective leadership. You will be responsible for inspiring, motivating,and developing teams in achieving the department objectives.This role will be based in our Glasgow city centre office with home-working available. Due to the current pandemic this will be initially home based only.What will you be doing

  • Provide a friendly, supportive, and helpful leadership
  • Conducting training and coaching sessions and maintaining development plans
  • Ensuring consistent delivery of service on email, web, live chat, video, social and other correspondence
  • Supporting the process and policies with regards to the design and implementation of various communication channels
  • Working closely with the Operations team to ensure client expectations are met
  • Managing KPIs and quality with your team
  • Managing day to day activities, prioritising workload to ensure KPIs are achieved within agreed service levels
  • Working with the team to ensure internal quality and compliance standards are consistently met as well as regulatory and mandatory standards
  • Managing, developing, and motivating the team to drive performance and quality standards
  • Leading on performance management process including appraisals, return to works, and investigations and managing the attendance and retention targets
  • Analysing trend reporting and MI
  • Working with the business to develop digital messaging strategies
Is this you
  • Strong experience of people management in a contact centre environment is preferable but not essential
  • Background/experience in working in a regulated environment
  • Experience of coaching diverse, multi-functional teams
  • Experience and knowledge of how to improve the user experience through a variety of channels, e.g., SMS
  • Tech-savvy
  • Experience in working in a dynamic environment
  • Excellent working knowledge of internal collections procedures and processes would be advantageous
  • Ability to collaborate effectively with other functions within the organisation
  • Effective prioritisation and organisational skills, ability to manage multiple competing priorities in a fast-paced environment
  • Performance management to deliver high performing teams
  • Experience of managing key stakeholders both internally and externally, attending client meetings daily to discuss performance
  • Good communication, motivation and influencing skills and confident in communicating with stakeholders both written and verbal
  • Be a role model within the organisation, taking accountability for agent performance, reaffirms colleague engagement within team and wider business
Why Arrow GlobalArrow Global Group is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purposebuilding better financial futures.We offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognitionand development programs and the opportunity to work collaboratively with multiple European countries.During these unprecedented times we remain committed to providing you with a safe environment within which to train and we are confident that we can provide this whilst adhering to government guidelines on social distancing. The role will may both home andoffice working during your training period and after completion.Our office working hours to support our customers are Monday-Saturday and we close at 1pm on Saturday.We are closed Sunday.You will cover a range of shifts, which will be discussed with you at interview, working 37.5 hours per week.Please notewe are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

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