Duty manager Work, Jobs in Lyndhurst, Ham (with Salaries)

Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Analysis skills
- Continuous improvement
- Organisational skills
Quick apply
Duty Manager
Elizabeth Court Limited —Salisbury
- £14.90 an hour
- Part-time
- Management
- Supervising experience
- Human resources
Quick apply
2d
Customer Resolution and Continuous Improvement Team Leader
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Writing skills
- Analysis skills
- Continuous improvement
Quick apply
Support Manager - 9+months maternity
Advance Housing and Support Ltd —Poole
- £41,326.39 a year
- Weekend availability
- Management
- Business development
- Training & development
- Annual leave
- Employee assistance programme
Rental Supervisor
U-Drive —Southampton
- Weekend availability
- Supervising experience
- Leadership
- Free parking
- Annual leave
Quick apply
13d
Contact Centre Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Data analysis skills
- Project management
Quick apply
Student Accommodation Manager
Aspire Student Living Group Ltd —Southampton
- £40,000 - £45,000 a year
- Full-time
- CRM software
- Microsoft Office
- Travel
Quick apply
Fire Door Inspector- 0 hours contract
Innovus —Portsmouth
- £16.50 an hour
- System design
- Bachelor's degree
- Travel
- Employee discount
Quick apply
Senior Administration Officer - Permanent - Bournemouth, Dorchester, Poole, Weymouth - Dorset PDU (10206750)
HM Prison & Probation Service —Bournemouth
- £20,001 - £40,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Outlook
- English
- Annual leave
- Employee discount
12d
Team Leader - Children's Home
New Forest Care —Southampton
- Up to £35,006 a year
- Weekend availability
- Experience working with children
- Team management
- Annual leave
- Sick pay
Quick apply
Funeral Director
Funeral Partners —Southampton
- £32,825 a year
- Full-time
- Annual leave
- Referral programme
4d
Associate Director (Southern England)
Fexco Property Services —Salisbury
- Full-time
- Business development
- Continuous improvement
- Mentoring
Quick apply
Senior Administrative Officer - (Part Time) Portsmouth & Isle of Wight - South Central (Fixed Term/Loan/Detached Duty)
HM Prison & Probation Service —Portsmouth
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Outlook
- English
- Annual leave
- Employee discount
Community Engagement Manager
Museum of East Dorset —Wimborne
- £28,000 - £32,000 a year
- Weekend availability
- Recruiting
- Computer skills
- In-person
Quick apply
3d
Senior Site Manager
ICF Homes Ltd —Ringwood
- £50,000 - £60,000 a year
- Full-time
- Up to 50% travel
- Supervising experience
- Continuous improvement
Quick apply
Night Concierge R0193873 Canvas Southampton Southampton, United Kingdom Full time
Greystar —Southampton
- Full-time
Cluster Reception Manager - Live in optional
Switch Hospitality —Bournemouth
- Full-time
- Computer literacy
- Hotel
- Team management
- Life insurance
Quick apply
Fitness Manager - Salisbury
The Gym Group —Salisbury
- Full-time
- Training & development
- Employee discount
- Sick pay
Business Support Manager
M Group —Southampton
- Microsoft Office
- Databases
- Hotel
- Annual leave
- Employee assistance programme
Residential Children's Home Deputy Manager - Salisbury
Five Rivers Child Care Ltd —Salisbury
- £31,183 - £33,753 a year
- Full-time
- Management
- Supervising experience
- Experience working with children
- Referral programme
Quick apply

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Customer Service & Experience Team Leader

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Resource allocation planning
Internal department liaison
Performance management
Analysis skills
Quality assurance
Continuous improvement
Continuous improvement cycles oversight
Staff training
Organisational skills
Employee performance appraisals
Management reporting
Customer support
Professional development mentoring
Training & development
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Analytics
Rota coordination

Full job description

Job Advert

Job Title: Customer Service & Experience Team Leader

Location: Salisbury

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service. Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.

The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.

Main Duties and Objectives:

Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
Conduct regular Team Meetings
Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
Create a positive, inclusive and performance driven environment
Conduct regular Team Meetings, Briefings and 1:1 sessions
Support onboarding and training of new starters
Identify training needs and development opportunities
Support employee engagement and wellbeing initiatives
Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
Support with the scoping and implementation of new initiatives, systems or processes
Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
- Service Levels
- Average Handling Time
- Customer Satisfaction (CSAT)
- First Contact Resolution (FSR)
- Quality Scores
Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
Identify performance trends and implement improvement plans
Recognise and reward strong performance
Ensure customers receive professional, efficient and empathetic service
Promote continuous improvement in customer journeys and service delivery
Manage workforce planning and resource allocation including supporting real time operational management where required
Ensure processes and procedures are updated are followed consistently
Collaborate with other departments to resolve operational issues
Produce and analyse team/operational performance reports
Maintain accurate records of coaching, absence and performance
Take investigative and remedial action into operational, service and systems issues
Deputise for the Customer Service & Experience Manager where required

Essential Skills:

Previous experience of leading an inhouse contact centre or customer service environment
Experience of leading high performance teams ideally with upto 20 direct reports
Experience of workforce planning and real time analysis
Experience of leading multi contact channel teams both office based and hybid
Resilient under pressure
Excellent communication skills, both verbal and written.
Ability to motivate and influence others
Good analytical and problem solving skills
Ability to manage performance effectively
Exceptional organisational skills and ability to work to deadlines
An effective and enthusiastic team player
Self-Motivated and target driven.
Strong attention to detail and high level of accuracy.
Ability to work on your own initiative.
Capable of working under pressure during busy periods.
Experience of high-volume of daily calls and e-mails
Experience within a fast paced customer service and operations environment
Knowledge of workforce management principles
Coaching or leadership qualification

Performance and Success Measures:

Consistently achieve or exceed targets across core KPIs:
- CSAT, QA, Service Levels, and First Contact Resolution (FCR)
- Delivering strong outcomes without compromising quality or experience
Maintain a well-controlled and efficient operation:
- SLA adherence met or exceeded
- Average Handling Time (AHT) within target range
- Low backlog levels and strong case resolution times
Drive effective resolution and reduce unnecessary demand:
- High FCR performance
- Reduction in repeat contact rate (TBC%)
- Measurable reduction in failure demand
Deliver strong people performance against measurable outcomes:
- High team engagement scores
- Low attrition and absence rates
Consistent completion of coaching, 1:1s, and performance reviews (100%)
Improvement in individual KPI performance across the team
Ensure consistently high quality and compliance standards:
- QA scores at or above target
- Low error rates and strong audit outcomes
Full adherence to processes and procedures
Use data to drive measurable performance improvement:
- Regular identification of performance trends and root causes
complaints)
Contribute to wider operational success:
- Positive stakeholder feedback
- Reduced escalation volumes and resolution times
- Improved Trustpilot/review scores

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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duty manager jobs in lyndhurst, ham

Customer Service & Experience Team Leader

Duty Manager

Customer Resolution and Continuous Improvement Team Leader

Support Manager - 9+months maternity

Rental Supervisor

Contact Centre Training and Quality Manager

Student Accommodation Manager

Fire Door Inspector- 0 hours contract

Senior Administration Officer - Permanent - Bournemouth, Dorchester, Poole, Weymouth - Dorset PDU (10206750)

Team Leader - Children's Home

Funeral Director

Associate Director (Southern England)

Senior Administrative Officer - (Part Time) Portsmouth & Isle of Wight - South Central (Fixed Term/Loan/Detached Duty)

Community Engagement Manager

Senior Site Manager

Night Concierge R0193873 Canvas Southampton Southampton, United Kingdom Full time

Cluster Reception Manager - Live in optional

Fitness Manager - Salisbury

Business Support Manager

Residential Children's Home Deputy Manager - Salisbury

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