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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 • 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: Team Leader Department: TBC Management Responsibility Travel Required: N/A Reports to: ACCM Location: Site and Homeworking Contract Type: Permanent Grade: TL (Grade TBC) The Role: You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills. You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential. Role overview • Managing a team of Customer Service Specialists, you will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets., • Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction:, • Coach and support team members through regular 1:1s and reviews to encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently, • Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks, • Become a knowledge expert in terms of the client’s products and services, full training provided, • Proactively participate in and drive engagement initiatives within the wider TP team., • Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level, • Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management, • Confident in a variety of people management processes, such as absence management, 121’s, performance management and other employment related tasks, • Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team, • Used to working in a high volume, fast paced environment and proven ability to multi-task a number of sometimes conflicting priorities via good time management, decision making and organisation skills, • Customer Service focused and able to manage relationships with stakeholders, • Consider risk implications in decision making through a good understanding of business activity, opportunity and threats • Process Excellence, • Collaboration, • Communication, • Emotional Intelligence, • Open-Mindedness, • Critical Thinking, • Solution Orientation, • Entrepreneurship, • AI Proficiency, • Data Literacy Background Check Requirements: • Criminal Record Check, • Credit Check, • 3 years referencing history

Proven operational leadership within an engineering/manufacturing environment, in a position such as Operations Director, Site Lead, General Manager etc. Leading the team through the various challenges of a new factory set-up. With ambitious plans to scale the business we are seeking a highly motiva

Rewards and Benefits on Offer;.Temp to Perm Opportunities available after a 6-month probation period.Identified Manufacturing Career Path for progression including Industry lead training and development.Leading Pay rates including higher overtime rates.A well-regarded company culture.Excellent trans

Permanent - Part Time - 2 days per week. In this dynamic role, you'll take the lead in managing a key automotive manufacturing customer relationship while driving growth by building new partnerships and expanding our market presence.

Our SeniorHealth Care Assistantswork closely with our Nurse in Charge to lead a small Care Team in delivering high-quality care for the people we support. Join us as our new Senior Health Care Assistant at Hylton Grange care home in Sunderland. If youre an experienced Health Care Assistant looking t

Lead a team of rework operative staff and be responsible for their performance, safety, training, and time sheets.

Rewards and Benefits on Offer; * Temp to Perm Opportunities available after a 6-month probation period * Identified Manufacturing Career Path for progression including Industry lead training and development * Leading Pay rates including higher overtime rates * A well-regarded company cul

Rewards and Benefits on Offer;.Temp to Perm Opportunities available after a 6-month probation period.Identified Manufacturing Career Path for progression including Industry lead training and development.Leading Pay rates including higher overtime rates.A well-regarded company culture.Excellent trans

We’re looking for a Maintenance Lead to join us at KP Snacks. We’re looking for a skilled and proactive Maintenance Lead to join our production line team at Billingham. You’ll be the lead Maintenance Engineer on your line, working as part of a close-knit management team of three.

Rewards and Benefits on Offer;.Temp to Perm Opportunities available after a 6-month probation period.Identified Manufacturing Career Path for progression including Industry lead training and development.Leading Pay rates including higher overtime rates.A well-regarded company culture.Excellent trans

CBW Staffing Solutions are seeking a highly skilled and proactive Mechanical Maintenance Manager to lead and coordinate all mechanical maintenance operations across the Estates.

CBW Staffing Solutions are seeking a highly skilled and proactive Mechanical Maintenance Manager to lead and coordinate all mechanical maintenance operations across the Estates.

We're looking for a Technical Services Manager to lead the technical operations of the The Bridges Shopping Centre, an iconic landmark in the heart of Sunderland. You will be ensuring facilities run seamlessly, statutory compliance is maintained, and standards remain exceptional! This role offers the opportunity to design and deliver improvement strategies that keep The Bridges operating at its very best. Key Responsibilities • Identify and deliver best practice technical and operational solutions to site-specific challenges., • Develop, implement, and evaluate improvement strategies to maximise efficiency., • Manage budgets to achieve profitability, growth, cash flow, and invoicing targets., • Provide technical support to staff, tenants, service providers, and contractors., • Lead technical services meetings and contribute to project and refurbishment planning., • Build and maintain strong relationships with all stakeholders. What We’re Looking For • Strong working knowledge of the mechanical and electrical services industry., • Proven experience managing maintenance contracts and supervising contractors., • Excellent leadership, change management, and interpersonal skills., • In-depth knowledge of health & safety legislation and risk management., • Strong communication skills, both written and verbal. Desirable: • IOSH/NEBOSH qualified Why Join Us? • Be part of a respected company with a strong commitment to operational excellence and customer service., • Work in a senior leadership position with real scope to influence change and improvement., • Collaborate with dedicated professionals in a dynamic, fast-paced environment. If you have the expertise, drive, and vision to succeed in this role, I'd love to hear from you!

The Associate Dean at UK Management College (UKMC) plays a central role in supporting the Dean to enhance the quality of learning, teaching, and the overall student experience. Reporting directly to the Dean, the Associate Dean works collaboratively with Course Directors, Heads of Academics across campuses, and professional teams including Wellbeing and Student Support. The role primarily involves assisting the Dean in the strategic development and implementation of initiatives aimed at improving academic quality, fostering student engagement, ensuring alignment with partner university expectations, and continuously enhancing student satisfaction and outcomes across all courses and campuses. Responsibilities Responsible for: Oversight of educational quality, student experience, and operational academic performance Key Responsibilities: • Provide strategic leadership for the enhancement of the student experience, ensuring alignment with UKMC's mission and partner universities’ standards and expectations., • Lead the ongoing development, monitoring, and review of all undergraduate courses, ensuring continuous enhancement in learning, teaching quality, and student outcomes., • Collaborate closely with Course Directors, Campus Heads of Academics, Wellbeing, and Student Support Teams to foster an integrated, high-quality academic environment across all campuses., • Oversee and ensure robust quality assurance mechanisms, promoting effective practice and consistency with partner university requirements., • Act as a key liaison with partner universities, ensuring alignment and compliance with their educational policies, procedures, and quality expectations., • Coordinate initiatives to improve student retention, progression, and academic success, responding proactively to emerging student needs and feedback., • Foster a culture of student engagement, actively seeking and responding to the student voice through structured feedback mechanisms and student representation., • Provide oversight and guidance on curriculum development, including innovation and responsiveness to sector developments and employer needs., • Manage and coordinate academic risk assessment and mitigation strategies, proactively identifying areas for intervention and improvement., • Facilitate the sharing of best practices in teaching, learning, and assessment across UKMC, promoting educational excellence and innovation., • Support the Dean and senior management in institutional planning, resource management, and policy development relating to student experience and educational standards., • Ensure effective implementation and monitoring of student support initiatives, promoting inclusivity, equity, and wellbeing across all student cohorts., • Represent UKMC in relevant external educational forums, maintaining strong collaborative relationships with professional bodies, external examiners, and quality assurance agencies., • Provide leadership for professional development programs, ensuring academic staff are supported in achieving excellence in teaching and student support., • Undertake any additional duties as assigned by the Dean, contributing strategically and operationally to the ongoing development and success of UKMC Qualifications/Experience Essential • A relevant degree or equivalent and/or an appropriate professional qualification, • A relevant management/leadership qualification, • Evidence of continuous professional development, • Significant relevant experience of operational management in curriculum delivery includes the effective development, deployment and leadership of staff., • Direct relevant experience of curriculum planning processes particularly in relation to the areas covered by this post, or significant relevant industrial experience, • Evidenced recent and significant proven track record of achieving customer excellence through customer focused agenda, • Recent and significant proven track record of generating new, and increasing current, revenue streams through planning, • An ability to build effective and financially beneficial working relationships with industry to drive and deliver dynamic, creative and innovative learning., • Evidenced recent and significant proven record of improving the quality of service and delivery of staff through performance management and performance improvement within own curriculum area., • An ability to develop positive working relationships with individuals and customers at all levels (internal and external) to promote the college; highly developed communication, liaison and networking skills, • The ability to manage budgets, meet financial targets and maximise return on investment; the ability to organise and maintain excellent electronic records and to provide high level management reportage., • The ability to lead others through dynamic, creative and inspirational leadership which gains respect and provides an environment where others feel motivated; and work effectively within a team, • The ability to delegate effectively and manage complex performance challenges of others in accordance with good management practice, • The ability to exemplify the College’s behaviours, and inspire others to succeed, • The ability to analyse and solve complex problems with a successful track record of leading and delivering change; a strong sense of purpose and the proven experience of exceeding agreed goals and KPIs, • The ability to respond creatively to the specific needs of a diverse community Desirable • A full teaching qualification, preferably in a business discipline, • Significant leadership experience at middle management level in post compulsory education, • Knowledge of the Higher Education sector, in particular policy developments and funding arrangements in relation to issues which will impact upon individuals, • An understanding of issues relating to safeguarding young people and vulnerable adults Closing Date: 18 June 2025 - 17:00pm This position offers an exciting opportunity for individuals passionate about education and dedicated to enhancing the academic landscape within our institution. Job Types: Full-time, Permanent Benefits: • Company events, • Company pension, • Free parking, • Health & wellbeing programme, • On-site parking, • Private medical insurance, • Transport links Schedule: • Monday to Friday Work Location: In person Application deadline: 18/06/2025

The 4* Roker Hotel in Sunderland are seeking to hire a.We are seeking a dynamic and results-driven Meetings and Events Manager to lead our team.The Roker Hotel is a high-volume venue catering to both corporate clients and wedding celebrations.Our beautiful Ballroom is the perfect venue for Weddings

Are you an experienced IT Buyer looking for you next challenge? We have an exciting opportunity to join a forward thinking organisation, driving innovation and transformation across the North of England. The opportunity requires an experienced IT Buyer to lead the procurement of Operational technol

Are you the person to drive the business to the next level?What You’ll Bring to the Team - Proven operational leadership within an engineering/manufacturing environment, in a position such as Operations Director, Site Lead, General Manager etc - Strategic thinking with strong leadership skills -

Typical Day as a Lead Support Worker. Create support plans with customers and coordinate Support Workers. Support people with complex needs (homelessness, substance misuse, mental health, isolation).

Production Project Manager (Cladding Remediation), sunderland, tyne and wear. We have three new exciting opportunities within our Cladding Remediation team, the role of the Production Project Manager is to lead the delivery of Cladding remediation projects through all aspects of the construction sta

Science In Sport Group is a world leader in sports and performance nutrition. Providing a significant advantage in product costs and customer response time and most importantly, allowing Science In Sport to lead the way for quality standards. The Partnerships Lead will be the point of contact for al

Overview The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below. Are you looking for a position where you can make a difference, constantly learn new things and be at the forefront of technology, working as part of the Aviva family? Responsibilities The Role: Solus MET Technicians are pivotal in our customers story, working in partnership with repair consultants and production team to get the best outcome. Reporting directly to the site Production Lead,... JBLK1_UKTJ

Lead bottom-up forecasting and budget planning across stores, categories, and warehouses, ensuring alignment with seasonal strategies and financial targets. In addition to cash compensation, On offers a competitive benefits package including medical, dental, and vision benefits, along with a industr

Adult Learning Disabilities Manager – Gateshead – Learning Disabilities Team, Sunderland. Adult Learning Disabilities Manager – Learning Disabilities Team. Lead, manage, and support a team of social workers and support staff.

Senior Product Designer (Agency), Sunderland, Tyne and Wear. Senior Digital Product & Experience Designer. They’re looking for a Senior Designer to confidently lead projects, push creative boundaries, and turn bold ideas into reality — across digital platforms, installations, speculative concept

It comprises a closely integrated network of market-leading portfolio companies based predominantly in the UK and Europe. Market Expansion Lead - Data & Technology (Europe). Leveraging its global structure, the company consistently creates and delivers industry-leading commerce solutions, enabling i

The Executive Chef circulates dining rooms at meal times daily for resident feedback. Develop Sous Chef and Lead Cook to take on additional leadership and management duties. The Executive Chef is responsible for the successful management of all aspects of the culinary and dining department.

Director of Operations, Sunderland, Tyne and Wear. We seek an experienced Group Operations Director to lead the organization through growth, ensuring operational excellence, strategic alignment, and high-quality client service. Manage the Operations team, conduct meetings, appraisals, and recruitmen

Our Lead Vet Hannah is all things dentistry, our Veterinary Surgeon Grace is all about. RCVS registered Veterinary Surgeon. Medivet Washington in Tyne and Wear have an opportunity for a Veterinary Surgeon to join this talented team.

LexisNexis is looking for a strategic and collaborative Segment Marketing Manager to lead marketing efforts within the Financial Services industry or Professional Services industry. Segment Marketing Manager page is loaded. Segment Marketing Manager – Financial Services or Professional Services.

We are seeking a Senior Lecturer – Clinical Knowledge Assessment Lead to work with the wider assessment team to lead and delivery clinical examinations across years 3, 4 and 5 of the Undergraduate Medical Degree Programme.

Our Medivet Washington in Tyne and Wear has an opportunity for a Veterinary Surgeon to join this talented team. We are looking for a Veterinary Surgeon with the passion for surgical procedures or perhaps your heat lies within medical workups. Our Lead Vet Hannah is all things dentistry, our Vet Surg

Provide supervision where required and assist the Lead SAP. Current Senior Authorised Person (SAP) authorisation to 66kV or above. Senior SAP Consultant, sunderland, tyne and wear.

Are you an experienced facilities professional with a passion for compliance, safety, and operational excellence? We're looking for a dynamic Facilities & Compliance Manager to take the lead in delivering high-quality, proactive and reactive maintenance services across our national estate. In this p

As a Part Time Deputy Kitchen Manager at {{LocationDescription}}, you’ll lead a winning team to make food that keeps our guests coming through our doors! As a master of the menu, you will train and inspire your team to deliver food to be proud of. On top of this, as part of Mitchells & Butlers, yo

Are you the person to drive the business to the next level?What You’ll Bring to the Team - Proven operational leadership within an engineering/manufacturing environment, in a position such as Operations Director, Site Lead, General Manager etc - Strategic thinking with strong leadership skills -

We are seeking to appoint a dynamic and forward-thinking Waste and Recycling Manager to lead our Waste and Recycling Services team. As part of the City Services Directorate, the Waste and Recycling Manager will be responsible for the strategic and operational leadership of our waste collection, recy

Lead Site Reliability Engineer (SRE). Lead Site Reliability Engineer (Lead SRE). Site Reliability Engineer (SRE.

The Office Manager will be based in our main office in Sunderland City Centre and lead a team of paid and volunteer administration workers and a cleaning team. The Office Manager will be based in our main office in Sunderland Counselling Service, where we work with Sunderland residents to deliver a

Ability to produce complex engineering solutions and lead project work, coaching junior engineers. As a Senior Mechanical Design Engineer, you will bring a solid background in mechanical engineering and a proven track record in electrical design and testing for electric motor systems, preferably wit

Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. Science In Sport Group is a world leader in sports and performance nutrition. We have two highly regarded brands; SiS which combines world-class science and innovation to provi

It'll be your responsibility to make each dish to spec, in a clean and safe kitchen, and to follow the lead of your Head Chef to make sure all prep and par are completed for each shift. You may already have some kitchen experience as either a Kitchen Porter/Kitchen Assistant/Commis Chef, or this mig

Lead Site Reliability Engineer (Lead SRE). Site Reliability Engineer (SRE). Collaborate with development teams to ensure that new features and applications are designed with reliability, scalability, and operational needs in mind.

We have an exciting opportunity for an experienced Farm Trader to join our successful team at Sparkford, Somerset and to help lead our Westerly based trading team. We are looking for experienced Farm Traders, you will need sound understanding of on-farm sales, arable farming, grain buying. The role

We are seeking a highly skilled and motivated Building Surveyor to join our Property team based at Doxford Park, Sunderland. You’ll be joining our dynamic Property team, reporting directly to the Lead Building Surveyor, within out Asset Services Team. This role involves working on a variety of pro

Reporting to the General Manager, our Restaurant Managers play a pivotal part in the daily success and running of the restaurant. Whitbread Restaurants and up to 50% off Premier Inn hotels. Ready to lead, inspire, and make your mark in a fresh, exciting location? The Drove is not just a restaurant��

MNVPs ensure that service users voices are at the heart of decision-making in maternity and neonatal services by being embedded within the leadership of provider trusts and feeding into the Local Maternity and Neonatal System (LMNS). This influences improvements in safety, quality, and experience of

Permanent - Part Time - 2 days per week. In this dynamic role, you’ll take the lead in managing a key automotive manufacturing customer relationship while driving growth by building new partnerships and expanding our market presence. Experience: Previous experience in the supply of automotive indu