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(CW 302)

Manager - Recruiting senior management into the customer services industry - London - £50k basic

Purpose & scope of the role:
To undertake all activity to ensure delivery of regional revenue target including the management, motivation, coaching and development of consultants within the regional office across all disciplines.
Through performance management will ensure the delivery of all monthly, quarterly and annual revenue targets.
The manager will support the company directors with the strategic development of the organistion as well as working collaboratively with their regional managers to develop strategic and key accounts across all regions.  The manager will have responsibility for managing client relationships and being the point of escalation for clients from their team.
The manager will ensure the foundations of the organisation in customer service are upheld at all times and that a robust and quality process of delivery is followed by all consultants at all times. 

Key Metrics
Minimum requirement:

• Achieve revenue targets in line with regional budgets agreed by the board of directors
• Delivery of exceptional service measured through performance ratio’s within the region
• To ensure headcount remains inline with variance levels within budget
• Continual development of capability for all consultants


Company Values
The values of the organisation are built around three positive experiences:
1. their candidates
2. their clients
3. their team
These experiences are the foundations of my clients working standards, interactions and behaviours which are to be upheld at all times.

Key responsibilities:
Create and communicate a vision and roadmap of success
Clarify team as well as individual objectives and steer teams towards a common goal by building a focused, collaborative, results-oriented work group
Delegate tasks where appropriate and establish informal roles for team members based on team strengths
Be passionate and positive- truly inspiring and energising others to meet business goals
Lead your team through change and be able to maintain the focus of self and others during periods of uncertainty

Coaching & Development
Develop your own knowledge/skills and those of your team
Analyse your teams training and development needs, agree development plans and provide support, help and encouragement so that individuals can meet their objectives
Use coaching skills at desk level and on an individual basis to ensure that the team perform to the highest possible level consistently
Maximising ROI of training by supporting the implementation of working practices by setting objectives, conducting role plays and day to day ‘hands on’ coaching.

Motivate individuals and groups of people- encourage them to stretch themselves to meet sales targets
Provoke interest in tasks, activities and objectives by setting interesting and achievable tasks
Report on individual and/or group successes and achievements via weekly sales meetings and monthly / annual appraisals
Provide motivational management and reassure people in difficulty

Performance Management
Provide challenging tasks for others, and set goals, targets or objectives for individuals to achieve
Check progress against these goals, targets and agreed actions- providing constructive feedback and acknowledging success and addressing under performance
Interrogate and interpret MI relating to performance- ensuring performance across the whole sales team is maintained- i.e. by managing the gap between top and bottom performers.
Conducting monthly performance appraisals and annual reviews
Monitor conversion ratios from CV’s sent to send out, send out to 2nd interview and offers / placements to identify development needs

Customer Focus
To ensure all quality metrics are met thus ensuring a high level of both client and candidate experience at all times
To make all efforts to understand the customers organisation and how the business can support their progress at all steps
To uphold the company ethos of customer delivery and to cascade this ethos through the team

Commercial Awareness
To identify and explore all commercial opportunities that the organisation may benefit from.  Supporting your team in the preparation of any bids, PSL requests or negotiations
Working collaboratively across the business to ensure sales effectiveness is consistent across the organisation.
To proactively support the strategic development of the organisation by driving commercial opportunities within new areas of the business

Budget Management
Delivery of mutually agreed revenue targets for the region including overall revenue and individual team targets
To have an understanding of budgeting and forecasting to contribute to the P&L management for the region
Take ownership of discretionary cost budget

Person Specification
Leadership: Providing Direction & Recognition, Gaining Commitment, People Development, Delegation, Co-ordination, Professional Integrity, Team Building, understanding of individuals
Communication & Influence: Listening & Responding, Written Communication, Oral Communication (including Presentation skills), Persuasiveness & Influence, Negotiation, Prioritising
Results-orientation: Achievement Orientation, Accountability, Drive, Energy & Resilience, Self Development, Initiative, Networking
Team work: effective team member, team manager, supporting senior management, providing guidance to subordinates, effective peer group communicator, selfless operator        
Delivery: Process Management, KPI management, working to deadlines, stakeholder management, expectation management, commitment
Motivation: team focus, individual motivators, driver recognition, invoking passion, incentives, understanding of fear as a motivator, intrinsic achievement, empowerment
People Development: identification of training requirements, coaching, knowledge, skills development, attribute identification, assessment of potential
Performance Management:  Strategic/Long term goal development, performance improvement, behaviour management, goal setting, tactical management