Customer Engagement Supervisor - #1768883

£31,500 Basic Salary + £3k Bonus paid Quaterly

Monday - Friday 8am-5pm + 1 in every 3 Sundays

Main Duties & Responsibilities include;

• Provide full induction & on-going coaching & training to all team members

• Conduct 6 monthly & annual appraisal reviews on performance & behaviours

• Complete fortnightly / monthly (as agreed with line manager) 121s on performance aligned with quarterly KPIs, objectives & targets

• Have a development plan in place and live for each team member

• Issue weekly reports as league tables on individual performance, working with the CE Exec on reporting

• Ensure focus on targets and where appropriate deliver specific focus & RARA days or weeks to support engagement and competition

• Incorporate regular call listening and coaching sessions into the working day

• Utilise resource available in most productive & efficient way to deliver the required business objectives

• Manage rota to ensure that peak times & days are sufficiently covered

• Manage rota for Bank Holidays & subsequent TOIL to reduce impact across peak times & days

• Manage annual leave to ensure sufficient resource at peak times & days

• Conduct investigations & disciplinaries where appropriate & with support from HR

• Work to reduce absence through sickness, conduct all RTW meetings and escalate for investigation / disciplinary as per policy / bradford factor

• Work with the team to create a happy, safe, busy & productive environment where individuals feel recognised and rewarded for their performance

• Minimise vacancy time, always be recruiting