Team Manager Review

I am currently a Team Manager who oversees and runs a team of 12 agents. My role is to be support to the agents but to also deal with health and wellbeing issues, call audits, coaching, complaints, development, and facilitating meetings. This could be with Agents, peers and or managers.

So far during the programme there have been aspects where I have been able to develop my existing skills such as influencing, by going on the course for this it helped to identify how to influence certain people. At the moment I have not learnt any new skills with being in the role for over a year this is something that I have learnt on the job.

I enjoy being able to work with new people and learn new ways from them to tackle problems. But I am not being stretch with the programme with knowing most of the information and how to apply it in my role already this is something that I think is lacking in some of the programmes. I also do not learn from reading I am a reflector and would find more courses face to face would be more beneficial rather than online courses.

In my role I am valued by my peers as we work as a team in order to make sure that the floor is run smoothly and also so it is fair and consistent. I also feel valued by the management as they ask for our opinions and make sure to work on the feedback that we give. We also see the changes that we want to see get implemented.

I feel that the organisation at the beginning was not good, as it took a long time to get onto the app. I am also struggling to do my functional skills and having given this as feedback this is still not available to me. We are having to organise the courses ourselves and this does mean that sometimes we are not able to go as a group or we are having to travel further than we feel would be necessary due to the dates that are available.

There have been two meetings with the training provider which have been helpful, however there have been times when it has been hard to get a response from her and also there have been times when there has been an action for her and we have not been updated to if this has been done or not. Communication could be improved.

My employer gives us the time if we are able to have it with floor cover and they are supportive by making sure if there is an issue they chase this but also by having meetings with us to understand how we are improving with the course or also how we are finding the online courses.

The salary covers my needs in order to be able to support my child and my own living environment. When travel costs are outside of the normal these are able to be paid by the company which helps when it is something you have not budgeted for. There is also other bonuses that we are entitled to which make the salary more favourable.

We have an engagement team that work on outside and inside activities that everyone in the GI area are able to get involved in, these vary from nights out, quiz nights, charity events, team meals, etc. There is also opportunities to get involved in cross site engagement and also recognition.

Yes

It is enjoyable, a great promotional company with clear values that are all for the customer. There are clear bonuses that everyone is entitled to which can boost your pay. The people you work with make the job more enjoyable and you get to gain great friends.

The process is very extensive as we only want the best working for us, the training is also extensive. If you are applying for a role really understand what you will be doing in that role as the company invest a lot of time and effort into you. I would also say be prepared for the assessment and turn up smart and ready. Really think about your answers and have them in a structure so that you know what you are saying and the interviewer understands what you are trying to say.