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THE COMPANY This is an excellent opportunity to join this market leader (one of the top performing companies in their field in Europe) and assist the Customer Services Manager to motivate and lead the UK based customer services team during the evening shift operating between 14:00-22:00. You will be expected to deliver a first class level of customer service by nurturing relationships with clients in order to maximise their use of inhouse systems and to resolve both client and customer queries This role is ideal for an articulate, energetic and enthusiastic customer services professional with strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring skills. Individuals must have experience within a customer services or customer-facing role and have a genuine interest in offering the best customer service experience THE ROLE Ensure that all new team members receive an informative induction programme to introduce them to the business, systems and customer services standards and processes Provide ongoing management support to the team in terms of motivation, training, best practice and advisory guidance on a daily/weekly basis Ensure your team performs against KPI Conduct monthly 1-2-1 meetings with to maintain focus and motivation on service standards and targets. Offer productive feedback on the outcome of these meetings to the C/S Manager, discussing any areas of concern, training requirements or achievements Provide inspirational coaching in order to drive performance improvements within the team KNOWLEDGE AND EXPERIENCE * Call centre industry experience, Customer Service focused, backed up with proven team leadership experience * A strong ability to motivate others to perform and exceed expectations * Experience in a customer or consumer facing business environment * Professional, proactive, positive and can-do attitude * Communication skills (written and verbal) * Word processing skills with proficient knowledge of Microsoft Office packages * Efficient, organised and ability to prioritise * Ability to work without close supervision Close attention to detail PROCESS & TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- nick@callcentreassociates.co.uk