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Customer Services Team Manager
Recruiter
Hays Contact Centres
Location
in Shrewsbury , Midlands
Salary: £20,800 - £33,600 plus great benefits including excellent bonus plans & Retiremen
Reference:
This is a fantastic opportunity to join BT Retail as a Team Manager within their customer service division. The role: The role is to lead, manage and motivate a high performing team of customer service advisors to achieve the highest levels of customer service and to drive improvements in all areas. You will be responsible for:
• Using a variety of coaching tools including side by side coaching, reactive coaching and call monitoring.
• Dealing with performance management, discipline & grievance cases.
• Meeting and improving customer satisfaction and other business targets.
• Motivating staff and providing leadership in all areas.
• Ensuring compliance with legal and business requirements.
• Handling escalated customer complaints.
• Being creative in providing solutions to business and process issues.
• Managing service delivery and reporting Skills and experience: You will need to have exceptional interpersonal skills combined with:
• A proven track record of team leader/manager experience in a service or call centre
• Experience of handling performance management and discipline issues.
• Experience of coaching and motivating staff
• Work experience of a pressurised environment and of working to KPIs
• Graduate calibre education If you want to make the most of your talents, start your new career right now and an excellent benefits package and real career development awaits you. Apply now! Total Reward: Rewarding our people's contribution is important to us and that's why the salary and benefits package is all you'd expect from a major force and employer in the communications market Salary
• Salaries are reviewed in June every year (Reward is linked to performance and relative salary position against market: the better the performance the greater the reward). Bonus:
• Bonuses are hardwired to a scorecard (Bonus depends on achievement therefore is not guaranteed). Benefits:
• BT Retirement Plan
• 27.5 days Annual Leave Entitlement (pro-rata) + 8 paid Bank/Public Holidays on entry.
• Death in service cover at three times salary
• Using `salary sacrifice` you can shape your own benefits package. Choices include:
• Medical Insurance
• Dental Insurance
• Critical Illness Insurance
• Additional Holidays
• Health Screening
• Life Cover Employee share schemes available including:
• Opportunity of linking a savings plan with an option to buy BT shares at a future date (up to a maximum of £250 per month)
• Opportunity to buy BT shares out of pretax and pre NIC salary BT Broadband/BT Vision:
• BT Total Broadband - Free of charge for as long as you work for BT.
• Register to receive BT Vision.
• BT Vision is the new digital TV service - Freeview and On Demand TV.
• Using a variety of coaching tools including side by side coaching, reactive coaching and call monitoring.
• Dealing with performance management, discipline & grievance cases.
• Meeting and improving customer satisfaction and other business targets.
• Motivating staff and providing leadership in all areas.
• Ensuring compliance with legal and business requirements.
• Handling escalated customer complaints.
• Being creative in providing solutions to business and process issues.
• Managing service delivery and reporting Skills and experience: You will need to have exceptional interpersonal skills combined with:
• A proven track record of team leader/manager experience in a service or call centre
• Experience of handling performance management and discipline issues.
• Experience of coaching and motivating staff
• Work experience of a pressurised environment and of working to KPIs
• Graduate calibre education If you want to make the most of your talents, start your new career right now and an excellent benefits package and real career development awaits you. Apply now! Total Reward: Rewarding our people's contribution is important to us and that's why the salary and benefits package is all you'd expect from a major force and employer in the communications market Salary
• Salaries are reviewed in June every year (Reward is linked to performance and relative salary position against market: the better the performance the greater the reward). Bonus:
• Bonuses are hardwired to a scorecard (Bonus depends on achievement therefore is not guaranteed). Benefits:
• BT Retirement Plan
• 27.5 days Annual Leave Entitlement (pro-rata) + 8 paid Bank/Public Holidays on entry.
• Death in service cover at three times salary
• Using `salary sacrifice` you can shape your own benefits package. Choices include:
• Medical Insurance
• Dental Insurance
• Critical Illness Insurance
• Additional Holidays
• Health Screening
• Life Cover Employee share schemes available including:
• Opportunity of linking a savings plan with an option to buy BT shares at a future date (up to a maximum of £250 per month)
• Opportunity to buy BT shares out of pretax and pre NIC salary BT Broadband/BT Vision:
• BT Total Broadband - Free of charge for as long as you work for BT.
• Register to receive BT Vision.
• BT Vision is the new digital TV service - Freeview and On Demand TV.
Recruiter:Hays Contact Centres
Website: http://www.hays.com
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Published at 07-02-2008
Viewed: 782 times
Viewed: 782 times
