Service Quality Manager

Service Quality Manager- fixed term contract until 31st Sept 2014
Location - Upavon

Hours of work - Monday to Friday 9:00am - 5:00pm (30 mins lunch)
1 in 5 Saturdays (on a rota basis) 10:00am - 4:00pm (day in lieu when worked)

Service Quality Manager required for the Capita Plc - FTSE 100 and UK Leading Business Process Outsourcing Company

In March 2012, Capita plc signed a contract to work in a partnering arrangement with the armed forces to deliver recruitment services for the Army. The project represents a major investment in the transformation of military recruiting.

As Service Quality Manager you will be working at the National Recruiting Centre (NRC) and be responsible for Service Quality across the Contact Centre. This is an excellent opportunity for an experienced candidate to be part of a new business set up and be in a position to shape and add value to the division.

* The quality of the candidate experience within and out-with the NRC Contact Centre
* Ensuring that the training of Recruitment Advisors supports the NRC recruitment strategy
* Evaluating the delivery of candidate experience by all team members within Contact Team. You will feedback both individual and team performance to Team Leaders and Business Owners
* Ensure that a balance of quality and quantity is achieved
* Making recommendations to the business on how to improve candidate experience and supporting the business owners in these changes where appropriate.
* Making sure the Yellow Pages contain relevant and up to date information to support the Contact Team
* You will keep accurate records and reports to build a picture on business trends and feed this back on an agreed timescale.
* Ensuring that individual and team training records are kept up to date and that training is sourced to enable development of the team and a better candidate experience.

Responsibilities

* Be the lead advocate of the candidate experience within and out-with the NRC Contact Centre
* Lead and inspire your colleagues to support the improvement of the candidate experience
* Keep performance records of individuals and their team to ensure all feedback is delivered and understood by the Team Leader for action plans and improvements to be made.
* Effectively runs meetings for all business contacts to share your findings and agree actions on improvements required.
*  Coaches and shares best practice with Team Leaders to improve motivation and performance of their teams
Requirements:
* Previous Service Quality experience within a contact centre environment
* Competent IT skills - Excel advanced level at analysing, Word, Powerpoint
* Strong influencing skills at all levels
* Working effectively on your own as well as in a team
* Coaching and developing people to deliver a balance of quantity and quality
* Excellent communicator across all levels of the business
* Strong written and verbal communication skills
* People Management skill and matrix management
* Passion for the Army and careers it offers
Follow Capita on
Follow Capita on

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.