Job Description

Overview

Rock Management Services Limited are looking for a new Team Manager to oversee the in-house switchboard team who provide telephone services to a number of clients, mainly within the legal industry. The Team Manager will also liaise with the team contact of our out-of-hours service based in India. This will include supporting management of the team in India and will on occasion mean working some irregular hours due to the time difference.

This is a new role created due to the increased demand of our switchboard services and is a great new opportunity to get involved with the development of the services at a higher level.

The team manager is responsible for the day-to-day running of the Switchboard Team (Reception) and out-of-hours team in India as well as assisting with providing switchboard services to the clients of RockMS.

Roles and Responsibilities

Line manage the switchboard team which includes but is not limited to: - Reviewing team stats and feedback to the team/individuals. Address and work with individuals if targets/performance indicators are not being met; - Provide on-going and refresher training for the team where necessary; - Continuously look for improvement methods/processes to ensure the service provided is working as efficiently as possible; - Liaise with clients to obtain feedback and address concerns if necessary; - Providing pastoral care, support and building morale within the department; - Oversee holiday/absence levels: maintain records, ensure adequate staff availability during periods of holiday and sickness, reporting information where necessary, completing return to work interviews/ undertake absence management meetings if necessary; - Undertake appraisals: ensuring appraisals take place during the probationary process and annually, following up on action points raised; - Assist with recruitment; - Carry out personal risk assessments where necessary with employees; - If appropriate, assist with formal processes such as disciplinaries, grievances and performance management; - Any other ad-hoc management job as required. Initially cover the switchboard, answering all incoming telephone calls in a timely manner to gain insight into the role and better lead the team. Assisting in taking calls when staff are on leave where possible. Liaising with the Team Leader in charge of the Admin Team in India and providing management support as required. Ensuring teams in the UK are aware of any changes to that team that affect them. Processing and authorising team expenses if applicable. Organising and hosting regular team meetings, including taking notes. Reporting monthly analysis of calls and ratios answered by the Team to management for review. Stationery orders; reviewing and ordering when required. Assisting with the organisation of Christmas rota and events e.g. Christmas parties.

Person Specification

Experience of working with people and people management . Outgoing, organised and confident with excellent communication skills (both verbal and written). The ability to work within a high pressure, high workload environments and to tight deadlines. Proactive and able to develop good working relationships with internal and external contacts. Must be able to multi-task and prioritise work. Be computer literate with experience of using Microsoft Office packages. Adaptability and flexibility to change. A positive "can-do" attitude. Good team work ethics but also able to work independently. Strong administration skills and attention to detail. Reliability and discretion. Excellent problem-solving skills.
Job Types: Full-time, Permanent

Pay: 30,000.00-33,000.00 per year

Benefits:

Additional leave Company pension Cycle to work scheme Flexitime Health & wellbeing programme Private medical insurance Referral programme
Work Location: Hybrid remote in Reading RG1 7SB