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THE COMPANY

My prestigious client is seeking multiple Customer Service Team Manager’s to join them during this positive time of growth. This has resulted in them looking to bring in experienced and quality driven Team Managers.

You will be responsible for the day-to-day management of a Service lead contact centre, ensuring the delivery of service levels and that company standards are adhered too. You will focus on driving change and performance managing your team onto success ensuring the customer is at the heart of everything that they do, in all earning the trust of the customer

THE ROLE

• You will be responsible for leading, coaching, developing, motivating, and organising a team of 15 agents to manage customer calls efficiently and effectively

• Full autonomy for developing and maintaining effective business unit to deliver excellent customer service whilst installing the importance of effective customer relationships

• Identifies possible needs for improvement in processes, learning and systems and refers them to the appropriate support area or to more senior management

• Coach the team within a group environment and also have experience of carrying out detailed 1-2-1’s

• Resolving high level complaints and escalated calls quickly and effectively to the satisfaction of the customer and the business

• Managing and contributing to the Call Centre achieving its overall service levels and client specific targets by ensuring business unit adheres to key processes and procedures and ensuring service levels are maintained

• Producing consolidated weekly and monthly reports on performance

• Building professional relationships with peers, colleagues and third parties in order to deliver and exceed specific customer requirements

KNOWLEDGE AND EXPERIENCE

• Must be experienced in leading a similar sized team with a passion for delivering customer excellence

• To be Service and Quality driven – must be ‘hands-on’ in the day-to-day running of the centre

• Proven track record of developing a team that has achieved outstanding results

• You must be able to build collaborative, enduring partnerships with key stakeholders that consistently delivers win-win outcomes

• Act with passion, integrity and determination – a strong people manager who can motivate a team onto success

REMUNERATION PACKAGE

• £20k – £25k Basic Salary Per Annum

• Performance Related Bonus structure

• Strong Benefits Package

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing your existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.