1,609 Customer Service & Helpdesk jobs in the United Kingdom

We are seeking a dedicated and customer-focused individual to join our Customer Support team as a Customer Service Representative. In this role, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.

• Respond to customer inquiries via phone, email, and live chat
• Assist customers with product information, order status, and account management
• Resolve customer complaints and issues with empathy and efficiency
• Process returns, exchanges, and refunds according to company policies
• Collaborate with other departments to ensure customer satisfaction

• High school diploma or equivalent
• 1-2 years of customer service experience
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to work in a fast-paced environment
• Proficiency in Microsoft Office and CRM software

If you are passionate about providing exceptional customer service and enjoy working in a dynamic team environment, we encourage you to apply for this exciting opportunity.

Job Title: Customer Service Assistant Manager

Department: Operations (Public Sector)

Management Responsibility for: Supervisors

Travel Required : Yes – Infrequent

Reports to : Customer Service Manager

Location: Gateshead Only

Grade: TBC

Job Summary / Overview

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be based on site and/or working at home (WAH)

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Leading a team to drive positive work culture and staff engagement
• Manages and is responsible for day-to-day activities of their assigned line/s of business
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
• Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
• Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
• Works together with internal departments to meet client’s deliverables
• Manages a healthy programme performance scorecard based on annual strategic plans
• Manages Client´s escalations processes
• Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
• Able to effectively manage multiple priorities to ensure successful outcomes
• Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Work with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Teleperformance Leadership Induction Programme (will be provided on appointment)
• Teleperformance TOPS training (will be provided on appointment)
• Product Training on client account (will be provided on appointment)

Work Experience

• 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

• JUMP ACCM certification (for internal promotions only)

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies and Specific Skills

• Achievement oriented
• Excellent analytical ability
• Excellent communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Strategic thinker
• Resilient
• Coaching focus
• Employee satisfaction orientated
• Self-motivated and can motivate others

• Advanced team building skills
• Advanced time management and prioritisation skills
• Facilitation & presentation skills
• Project management skills
• Change management skills
• KPI knowledge and understanding
• Commercially aware
• Methodical

Job Title: Customer Service Assistant Manager

Department: Operations (Public Sector)

Management Responsibility for: Supervisors

Travel Required : Yes – Infrequent

Reports to : Customer Service Manager

Location: Gateshead Only

Grade: TBC

Job Summary / Overview

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be based on site and/or working at home (WAH)

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Leading a team to drive positive work culture and staff engagement
• Manages and is responsible for day-to-day activities of their assigned line/s of business
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
• Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
• Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
• Works together with internal departments to meet client’s deliverables
• Manages a healthy programme performance scorecard based on annual strategic plans
• Manages Client´s escalations processes
• Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
• Able to effectively manage multiple priorities to ensure successful outcomes
• Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Work with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Teleperformance Leadership Induction Programme (will be provided on appointment)
• Teleperformance TOPS training (will be provided on appointment)
• Product Training on client account (will be provided on appointment)

Work Experience

• 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

• JUMP ACCM certification (for internal promotions only)

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies and Specific Skills

• Achievement oriented
• Excellent analytical ability
• Excellent communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Strategic thinker
• Resilient
• Coaching focus
• Employee satisfaction orientated
• Self-motivated and can motivate others

• Advanced team building skills
• Advanced time management and prioritisation skills
• Facilitation & presentation skills
• Project management skills
• Change management skills
• KPI knowledge and understanding
• Commercially aware
• Methodical

Job Title: Customer Service Assistant Manager

Department: Operations (Public Sector)

Management Responsibility for: Supervisors

Travel Required : Yes – Infrequent

Reports to : Customer Service Manager

Location: Gateshead Only

Grade: TBC

Job Summary / Overview

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be based on site and/or working at home (WAH)

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Leading a team to drive positive work culture and staff engagement
• Manages and is responsible for day-to-day activities of their assigned line/s of business
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
• Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
• Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
• Works together with internal departments to meet client’s deliverables
• Manages a healthy programme performance scorecard based on annual strategic plans
• Manages Client´s escalations processes
• Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
• Able to effectively manage multiple priorities to ensure successful outcomes
• Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Work with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Teleperformance Leadership Induction Programme (will be provided on appointment)
• Teleperformance TOPS training (will be provided on appointment)
• Product Training on client account (will be provided on appointment)

Work Experience

• 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

• JUMP ACCM certification (for internal promotions only)

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies and Specific Skills

• Achievement oriented
• Excellent analytical ability
• Excellent communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Strategic thinker
• Resilient
• Coaching focus
• Employee satisfaction orientated
• Self-motivated and can motivate others

• Advanced team building skills
• Advanced time management and prioritisation skills
• Facilitation & presentation skills
• Project management skills
• Change management skills
• KPI knowledge and understanding
• Commercially aware
• Methodical

Job Title: Customer Service Assistant Manager

Department: Operations (Public Sector)

Management Responsibility for: Supervisors

Travel Required : Yes – Infrequent

Reports to : Customer Service Manager

Location: Gateshead Only

Grade: TBC

Job Summary / Overview

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be based on site and/or working at home (WAH)

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Leading a team to drive positive work culture and staff engagement
• Manages and is responsible for day-to-day activities of their assigned line/s of business
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
• Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
• Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
• Works together with internal departments to meet client’s deliverables
• Manages a healthy programme performance scorecard based on annual strategic plans
• Manages Client´s escalations processes
• Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
• Able to effectively manage multiple priorities to ensure successful outcomes
• Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Work with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Teleperformance Leadership Induction Programme (will be provided on appointment)
• Teleperformance TOPS training (will be provided on appointment)
• Product Training on client account (will be provided on appointment)

Work Experience

• 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

• JUMP ACCM certification (for internal promotions only)

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies and Specific Skills

• Achievement oriented
• Excellent analytical ability
• Excellent communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Strategic thinker
• Resilient
• Coaching focus
• Employee satisfaction orientated
• Self-motivated and can motivate others

• Advanced team building skills
• Advanced time management and prioritisation skills
• Facilitation & presentation skills
• Project management skills
• Change management skills
• KPI knowledge and understanding
• Commercially aware
• Methodical

Job Title: Customer Service Assistant Manager

Department: Operations (Public Sector)

Management Responsibility for: Supervisors

Travel Required : Yes – Infrequent

Reports to : Customer Service Manager

Location: Gateshead Only

Grade: TBC

Job Summary / Overview

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be based on site and/or working at home (WAH)

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Leading a team to drive positive work culture and staff engagement
• Manages and is responsible for day-to-day activities of their assigned line/s of business
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
• Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
• Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
• Works together with internal departments to meet client’s deliverables
• Manages a healthy programme performance scorecard based on annual strategic plans
• Manages Client´s escalations processes
• Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
• Able to effectively manage multiple priorities to ensure successful outcomes
• Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Work with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Teleperformance Leadership Induction Programme (will be provided on appointment)
• Teleperformance TOPS training (will be provided on appointment)
• Product Training on client account (will be provided on appointment)

Work Experience

• 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

• JUMP ACCM certification (for internal promotions only)

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred

Competencies and Specific Skills

• Achievement oriented
• Excellent analytical ability
• Excellent communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Strategic thinker
• Resilient
• Coaching focus
• Employee satisfaction orientated
• Self-motivated and can motivate others

• Advanced team building skills
• Advanced time management and prioritisation skills
• Facilitation & presentation skills
• Project management skills
• Change management skills
• KPI knowledge and understanding
• Commercially aware
• Methodical

Customer Service Representative

We are currently advertising for a 12 month FTC/secondment in our Equity Release team. 

At LV= Life and Pensions, we’re fully committed to ensuring that our customers trust us to protect their families, finances, and futures – that’s why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together.

You’ll work 37.5 hours per week (Monday to Friday between 9am-5pm). No weekend work. Overtime is available where there is a business requirement.
We offer a hybrid working model; however, your presence will be required in our Hitchin office.  (Full time office working until after an initial training period of 6 months).

Salary from £24,570. Your salary will also increase as part of our new salary framework.

About You
We’re looking for people of all walks of life to join our team, who will be friendly, kind, ambitious, passionate, empathetic and caring! If you are all of those things, you’re who we’re looking for. We thrive on the benefit of everyone’s differences and love to learn from each other - being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people, but also to our members and our products. Whoever you are, whatever you are and in whatever way you identify, you’re welcome here.

Within your role as part of our busy Customer Response Teams, you'll focus on maintaining contact with our customers, predominantly via telephone communication or by email.

You may be dealing with customers who are making claims on existing policies, meaning that some people you speak to will be bereaved and in need of our compassion and care. You may also be dealing with new policy creation by speaking with our team of Independent Financial Advisors, these conversations are crucial to providing the best possible experience for our new customers and driving our values into each conversation.

Some of these calls may be a little difficult, but we’ll always support you. You’ll be providing care and support to people during challenging points in their lives – your contact with them could have a really positive impact during an otherwise difficult time.

Our team is massively supportive and everyone around you will help each other. You’ll be trained and mentored to make sure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios. One thing we’re good at? Celebrating success and a job well done!

So if you enjoy being on the phones and are looking for a role where you can really make a difference and help others, this is it! Don’t miss your chance to join us!

Key Responsibilities
Whether you’re joining us from a similar role in Customer Services or looking to kick-start your career in this field, we want to speak to you. You’ll need to:

• Have experience of providing outstanding customer service, whether that's in retail, hospitality, or perhaps healthcare
• Be a team player who enjoys working with others
• e compassionate and caring
• ave great communication skills and a real talent for making customers feel special
• e a fantastic multi-tasker
• e able to use your initiative to solve problems and create solutions that delight our customers
• e good with words and numbers, and pay strong attention to detail
• e supportive, respectful, and courteous to all your new colleagues.

Although it can be tough dealing with calls of this nature, it is thoroughly rewarding being able to make one thing just that little bit easier for customers and their loved ones.

Here at LV= Life and Pensions we love to hear from great people, so don’t forget to connect with us on social media.

We’re proudly an equal-opportunity employer and we highly value diversity and inclusivity.

We don’t discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We’re also open to conversations about flexible working as part of your application - if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.

Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.

Go on, bring your true self to LV=.

Days - Wednesday to Saturday 17:30 - 04:15

Pay Rate - £14.61 per hour

Why Greencore?

We're a leading manufacturer of convenience food in the UK and our purpose is to make every day taste better. We're sure you've tried our products because we supply food for the all the major supermarkets in the UK!

Here at Manton Wood , we have a team of around 1,700 colleagues. We produce sandwiches and wraps for some of the biggest retailers in the UK including Co-op, Asda, Morrisons, Boots, Aldi and Lidl.

Our Manton Wood site has a gym, restaurant with hot food and a staff shop available to all our colleagues.

What you'll be doing

As a Skilled production Operative you will work a busy environment, on your feet supporting up to 3 different products on one line.

Working alongside the Line Coordinator you will work as the link between prep and production, ensuring the require products are available and prepared on time.

You will be responsible for ensuring colleagues on the production line have ingredients constantly to hand and that any machinery used online doesn't run out of ingredients.

This role is a physical job which will include lifting and manoeuvring high volume products.

Communication skills are essential. Working to meet targets daily you will complete paperwork to ensure we are meeting guidelines and food safety.

What we're looking for

We're not all the same at Greencore and our differences help us to make every day taste better for all our stakeholders. We truly put our people at the core and are proud of our diversity.

• A good understanding of English is required as you will be communicating on a regular basis with the Line Controller as well as completing paperwork.

• Educated to GCSE or equivalent and have some understanding of basic food safety.

• Previous experience of working within a similar role within food manufacturing would be required whilst qualifications within Food Hygiene and health and safety would be extremely beneficial.

• You will enjoy working as part of a team environment, have good communication skills, strong attention to detail and sound organisation skills.

We're proud to be recognised in the Gender Equity Measure Top 100 for our commitment to gender equality. If this sounds like you, join us and grow with Greencore, and be a part of driving our future success.

What you'll get in return

• Competitive salary and job-related benefits
• Holidays
• Pension up to 8% matched
• Life insurance up to 4x salary
• Company share save scheme
• Greencore Qualifications
• Exclusive Greencore employee discount platform
• Access to a full Wellbeing Centre platform
• Free car parking
• Enhanced parental leave and menopause policies
• Free on site gym
• Staff company shop

Throughout your time at Greencore, you will be supported with on the job training and development opportunities to further your career.

Please note due to high numbers of applications this role maybe closed before the posted closing date.

Why Greencore?

We are a leading manufacturer of convenience food in the UK and our purpose is to make every day taste better.

We supply all of the major supermarkets in the UK. We also supply convenience and travel retail outlets, discounters, coffee shops, foodservice and other retailers. We have strong market positions in a range of categories including sandwiches, salads, sushi, chilled snacking, chilled ready meals, chilled soups and sauces, chilled quiche, ambient sauces and pickles, and frozen Yorkshire Puddings.

In FY22 we manufactured 795m sandwiches and other food to go products, 127m chilled prepared meals, and 249m bottles of cooking sauces, pickles and condiments. We carry out more than 10,600 direct to store deliveries each day. We have 21 world-class manufacturing units across 16 locations in the UK, with industry-leading technology and supply chain capabilities. We generated revenues of £1.7bn in FY22 and employ approximately 14,000 people.

We work hard to ensure that Greencore is a great place to work and our people truly are at the core. We're committed to ensuring all our colleagues have development plans and strive to provide inspiring leadership - in fact, in the past year we've seen an 11% increase in the number of colleagues who would recommend Greencore as a place to work. Why not come join us?

What you'll be doing:

• Working as part of a team, the IT Service Desk is the first point of contact for all IT issues (Incidents and Service Requests), you will be logging and responding these issues received by phone or via our support portal
• Our business is reliant on our IT for Just in Time Manufacturing, its key that this role is able to respond to changing priorities to meet the needs of the business
• We have an excellent first line fix rate at 70% so you will be fixing the majority of issues that are reported to us, these could range from single password and printer resets, complex issues and setting up and removing access from multiple systems
• As part of a team of 11 you will provide support for a number of IT systems
• Issues not resolved by the IT Service Desk are passed to our partners or 3rd line support teams, the IT Service Desk tracks and manages issues with partners to ensure that the partners are providing us with excellent service in line with contractual obligations and for 3rd line support teams we are always looking for additional activity that can be moved to the service desk to improve the service to our end users
• The team work Monday-Friday 06:00 - 22:00, Saturday and Sunday 06:00-14:00, outside of these hours we operate an on call basis

What you'll need:

• An outgoing positive customer serviced focused individual, with a methodical approach to problem solving
• You will enjoy working in a fast paced environment be process driven and enjoy working as part of a team
• Experience of user account administration, Microsoft Office 365, PC build and PC troubleshooting
• Previous IT Support experience and hungry for a career in IT
• A full clean UK drivers license and own your own car

What you'll get in return:

• Competitive salary and job-related benefits
• Holidays
• Pension up to 8% matched
• Company share save scheme
• Greencore Qualifications
• Exclusive Greencore employee discount platform
• Access to a full Wellbeing Centre platform