Team Leader/Provisioning Team Leader

Role: Provisioning Team Leader

Location: Hybrid

An exciting opportunity has arisen for a Team leader to join our dynamic team on a permanent basis. This is a Hybrid role with an expectation of working minimum 2 days from Gamma office.

Role purpose:

Positioned within the Delivery team and responsible to the Head of Horizon and Mobile Implementation, the Team Leader will manage a team of Provisioning Coordinators using effective feedback and communication of company goals while assessing work performance and identifying areas for improvement and training opportunities. They will communicate business goals, project deadlines, and staff performance with the management team, and use industry and company knowledge to offer an industry leading customer-focused experience.

Key Accountabilities:

• Manage customer orders and team workload daily
• Maintain relationships with our key customers
• Provide coaching to the team individuals identifying areas for new training, skill gap analysis and personal development programmes. Motivate, guide and mentor team members to exceed goals and create a positive environment
• Provide feedback to team members on areas of performance improvement
• Recruitment and training new team members in company standards, customer service and job duties
• Point of escalation and provide solutions to customer complaints through quality customer service, including interacting with customers and answering customer enquiries
• Assist the Head of Horizon and Mobile Implementation develop and define department processes and strategies through root cause analysis, data interrogation, customer feedback and KPI measures
• Provide the Head of Horizon and Mobile Implementation with the team daily, weekly and monthly MI
• Answer team questions, help with team member problems and oversee team member work for quality and guideline compliance
• Develop strategies to promote team member adherence to company regulations and performance goals
• Conduct team meetings to update members on best practices and continuing expectations
• Live and breathe the Gamma values and visions and instil this behaviour in team members through active demonstration and promotion
• Create an atmosphere centred on delivering excellent customer service
• Maintains strong working knowledge of company products and services and offer technical support and information to team members
• Support the Head of Horizon and Mobile Implementation and deputise in their absence
• Complete any other reasonable management requests, including, but not limited to reporting, projects, coaching, HR administration

Person Specification: The ideal candidate will be a strong team leader and have a proven ability to lead and manage a team. Experience in mobile as well as other telecoms products would be ideal with the ability to manage non-standard processes as well as standard processes.

Education/Qualifications: GCSE (or equivalent) English, Maths & Science.

Will be desired to have A-Level (or equivalent) education.

Experience:

• 2 – 3 years + experience in a team leader role of 5 or more staff members
• Highly articulate and presentable
• Ability to adjust behaviour and language as appropriate for the needs of differing situations
• polite and courteous always
• Ability to bond and build rapport with others
• Customer service experience in a business environment
• Commercial awareness

Experience within an order management environment, Mobile products in the B2B market and Knowledge of Gamma products will be desired.

Skills/Knowledge:

• Competent MS Office skills, including Excel
• Good listener and communicator, fluent in English
• Able to deal with people at all levels of business
• Resilient and responsive to change, operating within a fast-paced business environment
• Be an active and positive member of the Gamma Direct team, contributing to ideas, projects, and the development of colleagues

Experience using Sales Force as a CRM including management reporting and MI will be desired.

Travel between sites will be a requirement for this role.

There will be a requirement to attend meetings and other activities outside of normal working hours.

Further relevant information:

Applicants must be eligible to work in the UK.

Gamma recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We therefore welcome applications from all sections of the community.