Team Manager - Co-op Business Services

Team Manager – Co-op Business Services 
£37,070 plus benefits (Work Level 6B)
Operating hours Mon – Fri between 8.00am and 4.00pm 
Manchester city centre. Once you’re fully trained, you’ll work in a hybrid way, dividing your time between working from home and in the office).

In line with the Internal Mobility Policy, we’d like to make you aware that there is a preferred candidate who has been identified for this opportunity.

We’re looking for an experienced team manager to join our Colleague Contact services team and lead a team of advisers who provide great support to our 70,000 colleagues across the country. You’ll be a part of our Co-op Business Services (CBS), Co-op’s catalyst for innovative, efficient and valued cross functional central support services.

As a team manager, you’ll lead, mentor and support the development of a team of advisers, so they can continue to provide excellent support and service to colleagues across our Co-op. We’ll look for you to identify areas to improve processes and ways of working and make things easier and more stress-free for our colleagues  Here at Co-op we’re not known for resting on our laurels, and we’re continuously striving for improving the way we do things, so this is a great opportunity for you to really shape and embed new ways of working within the team.

What you’ll do

• Lead, mentor and develop a team of CBS advisers, making sure they have the tools and support they need to succeed
• Support the team so they can provide a first-class service to colleagues and leaders across our Co-op
• Analyse data to understand performance, spot trends and opportunities delivering the required improvements 
• Work closely with the resource planning team to plan and allocate resource effectively and that key service metrics are delivered 
• Make sure we always provide a first-class service to our colleagues, monitoring quality and making sure the agreed service metrics are delivered 
• Analyse data and monitor call quality to identify training needs
• Build relationships with the wider CBS teams, managing wider stakeholders across the Coop
• Nurture and drive a culture of continuous improvement and help your team to navigate change
• Support the delivery of projects ensuring changes are fully embedded

This role would suit people who have

• Experience managing a team within a business services / telephony-based environment
• The ability to manage a number of service lines and prioritise accordingly 
• A good understanding of HR, with experience providing HR advise on a broad range of topics (maternity, hires, holidays, sick leave, etc) would be an advantage 
• Leadership skills; you’re experienced in coaching, mentoring and supporting the development of a team 
• Excellent analytical skills, with the ability to use data to understand performance, spot trends and opportunities for improvement
• A proven understanding of key service metrics and SLA’s
• Great communication skills, with a talent for building relationships with colleagues and leaders across the business
• The ability to quickly adapt and think on your feet to find solutions in a fast-paced environment

Why Co-op?

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays 
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream app – giving you access to a percentage of your pay as you earn

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme at Disability Confident Scheme - Co-op Colleagues and more about our commitments to diversity and inclusion at Diversity and Inclusion