Contact Centre Team Manager (12 Months Fixed Term)

About the role

Allwyn UK, part of the Allwyn Entertainment Group and a multi-national lottery operator, is recruiting a Contact Centre Team Manager for a 12-month fixed-term contract in Watford. The role delivers exceptional customer service to Allwyn customers and retailers through effective performance management and the coaching and development of a contact centre team.

Key responsibilities

• Ensure agreed departmental KPIs and GAMCOM requirements are met so that service levels remain optimal.
• Complete people-related tasks as documented in company procedures, such as PDP reviews, the absence process and health and safety requirements.
• Monitor the team's adherence to work schedules in real time, investigating and resolving variances in attendance, shrinkage and productivity where dedicated real-time management is not available.
• Manage performance for each team member, develop Personal Development Plans, arrange learning, coaching and training and give performance feedback, while consistently managing performance shortfalls.
• Manage and improve the performance of operational processes and working practices.
• Improve Average Handling Time (AHT) within the team and close complaints within internal timeframes.

Required profile

• Proven people management experience and experience leading a team in a customer service environment.
• Strong knowledge of TNL products, acting as a subject matter expert for agents and colleagues.
• Ability to solve complex problems, understand customer needs and handle tense or difficult customer situations.
• Experience reviewing and improving absence within a contact centre.
• Commercially focused, with experience driving efficiency through teams and ways of working.

Required skills

• Microsoft Office applications.
• CRM solutions such as SAP, Gem Suite or ServiceNow.
• Using data to support the development and performance of contact centre agents.

What we offer

• Company bonus scheme and matched pension contributions up to 8.5%.
• 26 days annual leave plus 2 Life Days and bank holidays.
• Private health cover, private medical and income protection.
• Flexible benefits including EV scheme, money coach, will writing, mortgage advice, dental and eye care.
• Enhanced family leave, wellness allowance of £500, employee assistance programme and volunteering days.