The Rank Group are known through our iconic brands; Mecca Bingo and Grosvenor Casinos. We employ almost 11,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing, Property, Finance, Law and Human Resources and many more. We are a multi-channel business, operating across our retail (club and casino venues), online and mobile. We are always changing and always innovating.

Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, development and fun.

Responsible for the management and leadership of first line agents within a high pace, dynamic team to deliver excellence in the department. Proactively drive performance to increase revenue across all brands of our existing customer base and to engage, retain, gain insights and to be completely customer service focused

• Manage the performance and behaviors of the team to ensure all individual agent and team targets are met or exceeded for the following:
1. Quality Monitoring
2. Timekeeping/Adherence
3. One To One Performance Reviews
4. Productivity Across All Channels
5. CSAT
• Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes
• Manage and monitor absence and adherence to ensure performance at required levels
• Managing the daily running of the operation, working with the resource planner, Team Managers and the Operations Manager to ensure expected levels of productivity are achieved
• Manage channel service levels by ensuring correct resource levels are monitored and adjusted real time as required
• Liaising with service desk, supervisors, team leaders, operatives and third parties to gather information and resolve issues as quickly as possible
• Lead by example to firmly endorse a customer support culture that underpins the beliefs and behaviours of the Rank business
• Utilise Root Cause Analysis data to address and monitor knowledge gaps, as well as identifying process issues to effectively performance manage or coach agents on an individual basis and to deliver service improvements to our customers
• Work closely with Operations Manager, highlighting any variances in customer’s volumes and identifying root cause for a quick resolution
• Produce daily reports as required to adequately reflect any operational issues/overviews to the Operations Manager
• Handle customers and complaints escalated from internal and external Customer Service Agents within required timescales
• Contribute to the review and improvement of systems, processes, and procedures within the department
• Build strong relationships with peer group and stakeholders across business to refine best working practices
• Provide cover for other Team Managers shifts where required
• Deputise for Operations Manager once fully competent in role

• Management qualification
• Good IT skills including use of Microsoft office

• Knowledge of Salesforce

Personal Qualities:

• Strong leadership, coaching and developmental skills
• Excellent communicator and ability to negotiate and influence with a coaching style
• Outgoing with a driven focus to succeed and deliver targets
• Ability to motivate, inspire and engage with the team to deliver a high energy environment
• Strong problem-solving skills with high attention to detail
• Resilience with the ability to plan, organise and work to competing demands and deadlines