Call Centre Manager

Liberty has an exciting opportunity for a Call Centre Manager to join our team, based in the Havant. You will be working on a full-time, permanent basis, working 40 hours per week and in return, you will receive a competitive salary of £29,800 per annum plus excellent benefits!

We are an experienced and innovative Heating and Compliance firm that is committed to putting customers and clients at the heart of everything we do. Liberty offers professional gas installation, maintenance and servicing, as well as energy solutions, with a strong commitment to value for money services that make a positive difference to people and the communities in which we work.

Key responsibilities for this Call Centre Manager will include: 

• To manage the day-to-day administration and planning teams across the contract
• To provide support to the service delivery manager ensuring accuracy in all administration activities
• Coach and mentor administration teams, providing direct line management across the whole tea
• Provide a point of contact for escalations to customers and clients
• Provide support to the Service Delivery Manager and in addition work closely with administration team, team leaders, engineers, group customer experience teams and other stakeholders
• Plan and co-ordinate admin team functions
• Contribute to continuous review and improvement
• Develop personal and team performance
• Ensure sufficient resources are available to achieve scheduling and administrative requirements of each contractual area
• Motivate, mentor and develop a team of team leaders
• Recruit administration personnel and allocate responsibility
• Adhere to Liberty Gas Limited HR policies and procedures to provide a fair and consistent approach to managing the team
• Assist with the recording of statistics and management information, user rates and performance levels
• Liaise with partner organisations to ensure effective operation of the back-office functions

What we are looking for in our ideal Call Centre Manager:

• NVQ or equivalent in supervision/ line management (Desirable)
• Experience of scheduling and call handling systems
• Front line management experience
• IT Skills, experience in MS Office
• Ability to engage and motivate staff
• Coaching skills
• Analytical skills
• Ability to manage change
• Leadership skills
• Ability to influence key stakeholders and staff
• IT Skills including use and experience of MS Office
• Communication skills, both written and oral

We offer a range of benefits for a rewarding career including though not limited to:

• Pension scheme
• 23 days Annual Leave, plus Bank Holidays
• Cycle to Work scheme
• Liberty Sense Awards – employees are nominated by colleagues for living the Liberty values, those who win receive a high street voucher
• YuLife, includes:
• Life Insurance/Death in service benefit – 2x annual salary value
• Smart Health (including round the clock access to 24/7 UK-based GPs)
• Best Doctors to provide a second opinion on complex cases or diagnosis
• Mental Health Support, 4-6 sessions with a psychologist or psychotherapist
• Online Health Check
• Nutrition consultations
• Online fitness program
• YuMatter+ Employee Assistance Programme designed to support mental, financial & professional wellbeing including up to 5 confidential sessions with a counsellor
• Free will writing
• Reward scheme for healthy behaviors to earn YuCoin which can be redeemed on the app for vouchers/rewards.
• Exclusive membership and wellbeing product discounts
• Medicash Health Cash Plan (optional to register, P11D tax value approx £11.60 per year however allows claims for up to £996 per year) includes:
• Claiming eligible cash back on dental or optical treatments, specialist consultations, tests or scans
• Discounted gym membership
• Savings on cinema tickets, travel, holidays & retail

In addition to the above, at Liberty we look to invest in the up-skilling and development of our employees, ensuring competency and compliance to industry standards, in turn we will look to offer additional training where appropriate to give you the skills you need to deliver the service required.

Liberty strives to be a diverse and inclusive place where we can ALL be ourselves. We commit to achieving equal opportunities in employment for all suitably qualified candidates, through upholding our values of Passion, Openness, Respect and Trust, underpinned by Fairness, Respect, Equality, Diversity, Inclusion and Engagement.

Liberty is a real living wage employer.

Please note, only candidates who have the right to work in the UK will be considered for this role.

As part of our recruitment process all employees need to be vetted and undertake pre employment checks.  For this role you may need to complete a Disclosure and Barring Service (DBS) Check, previously Criminal Records Bureau, prior to or upon commencing employment with Liberty.

If you have the desire to work in a busy and high performing team, why not join us as our Call Centre Manager, click “apply” below – we want to hear from you!

 

Closing date for applications is 20th January 2025 (we do however reserve the right to close this vacancy earlier depending on number of applications received).