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Company / Role Overview:
The opportunity is to join a dynamic organisation where customer service knowledge is essential. To ensure the delivery of professional customer service that is best in class and to achieve and exceed sales targets through managing, developing and motivating a team of 12 -15 Customer Service Agents.

• Please note the assessment date for this role is 16th September***

Key Responsibilities:
•Monitor incoming telephone call traffic and make tactical interventions with staff activity to ensure service levels are maintained
•Manage the performance of Customer Service Agents to ensure that a professional service is maintained at all times
•Ensure that staff are focussed on achieving Service Level Agreements by prioritising front facing customer service coaching
•Ensure that Customer Service Agents have the equipment, tools and training needed to perform to standards
•Liaise with Forecasting and Scheduling team to ensure sufficient resource is available at all times
•Manage and further develop department job standards, training methods, CS staff reviews and the day to day direction of the Customer Service Centre team
•Ensure high levels of morale and motivation among team members
•Management and administration of Customer Service Agent Activity

Key Skills / Experience required:
•Proven Call Centre Experience
•Proven Customer Service skills
•Track record in leading sales teams to achieve targets
•Motivational skills
•Coaching and mentoring skills
•Giving side by side feedback
•Commercial awareness
•Ability to work as part of team
•Well organise and able to prioritise
•Ability to work under pressure to meet deadlines

For more information, please contact Cactus Search today

Package:
£23k -£25k + bens