The Keyholding Company

Hub Team Manager

We are the UK’s number 1 keyholding and alarm response specialist, disrupting the industry with creative thinking and bespoke technology.

This is a newly created, management level, work-from-home role in our Hub team. Our Hub is our 24/7 control room, and it sits at the heart of our Service Delivery Team ensuring the c. 1000 jobs we deliver across the UK every 24 hours go according to plan. The objective of the role is to increase quality of our Service by managing a team of Specialists and enabling them to become experts at what they do.

You will be responsible for driving the performance of the team, developing the team members and play a pivotal role in implementing tech driven solutions and processes to improve the service we are delivering. You will be supported by our Engagement Manager who will support with several HR aspects of team management to run our 15+ Specialists who are supervised by 6 Shift Supervisor. The team take enquiries via phone, email, and live chat, booking services for clients via our bespoke, in-house system.

Applications to be sent to hr@keyholding.com or apply here.

What you get:
  • Excellent salary of £35,000 per annum.
  • Fully remote and flexible home working basis (although our London office space will be made available to you per your preference).
  • We offer internal training and development opportunities in an excellent working environment.
  • Auto-enrolment into our company pension scheme and staff discounts on several retail stores, restaurants, travel companies, and much more.
  • Fast paced and exciting role, no two days are ever the same.
  • Opportunity to make a real difference in a position of real responsibility!
Shifts/Hours:

x2 Hub Manager roles available working Monday to Friday 0700-2200, rotating shift pattern (as the manager of a 24/7 team there will be a requirement to work outside of the core hours at time depending on the needs of the business).

You’ll be (but not limited to):
  • Managing the work coming into the department, ensuring that it is effectively prioritised by the team to meet both internal and external SLA’s. You will also be responsible for analysing the inbound volumes to ensure we are effectively resourced 24/7.
  • You will need to develop and deliver reporting on the performance of the department and should be confident in presenting reports internally.
  • Improving the performance of the team through analysing their output whilst ensuring that we maintain the highest possible standards. You will be responsible for completing regular quality assessments and 1-2-1s with the operatives, setting them targets and delivering appropriate feedback.
  • You will be the escalation point for the team and other departments for complaints and will be expected to set the standard in customer service when resolving these.
  • Responsible for developing and implementing tech-driven solutions for our clients. You will be the voice of the department as you work alongside other teams to deliver projects for the business and as such being able build positive relationships with other internal teams will be very beneficial.
  • You will be required to support the account management team in client meetings and therefore must be confident presenting data and issue resolutions to clients.
  • Identify and participate in continuous improvement initiatives to further enhance the digital transformation of the business.
  • You will be responsible for training program for new starters and will deliver training where required to both new starters and the existing team.
  • Supporting the Engagement manager by carrying out HR related processes such as return to works.
  • Where necessary you will be expected to support the team with their BAU work.
To be considered for this excellent opportunity you must have the following:
  • 5-years of checkable work history with minimum 3-year experience in call centre or customer service management.
  • Experience working with cloud-based technology.
  • Exceptional customer service/communication skills (written and verbal).
  • Confident presenting both internally and to clients.
  • Fantastic people management skills with the confidence to have challenging conversations.
  • Ability to work independently to deliver high quality project work to deadline.
  • Self-motivation to be able to make quick decisions and the ability to remain calm and patient in pressured situations.
Equity, Diversity, and Inclusion matters to us

We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.