Customer Service Team Manager

3 weeks ago


Leicester, United Kingdom Cactus Search Full time

Customer Experience is at the heart of everything our client does and we are looking for a highly experienced Contact Centre Team Manager to join their growing Customer Service operation on a 6 month FTC.
**This role is onsite in Leicester, has ample parking and will require you to work 1 in 4 weekends (from home) with time off in leu**
- Leading and motivating your team to achieve and exceed all KPI metrics.
- Positively influence daily call performance, managing SLA adherence measures.
- Effectively handling customer escalations, coaching and training your team in order to deliver an exceptional experience.
- Drive continuous improvement
- Understanding your team’s strengths, developments and goals, working closely to identify future leaders and potential, helping them grow and develop.
- Driving the businesses Culture & Values through the team.
- Injecting fun and passion into your role as a leader and inspiring the team.
- Conducting team meetings, informing on business and operational updates, whilst building a sharing best practice culture
- Analysising data and performance to identify areas of training and development within the team.
- This is a great role, leading a brilliant, motivated team in what is a very ambitious, customer centric organisation.
This is a great role, leading a brilliant, motivated team in what is a very ambitious, customer centric organisation.



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