Customer Service Director

2 weeks ago

StratforduponAvon, Warwickshire, United Kingdom The Portfolio Group Full time
Job Overview

We are seeking a dedicated and experienced Team Manager to lead and support a team of 20 in a fast-paced environment. The ideal candidate will have a strong focus on quality, empathy, and customer service, while also driving improvements in operational efficiency.

Key Responsibilities
  • Lead and manage a team of 20, providing guidance, support, and development opportunities.
  • Ensure the delivery of high-quality customer service, maintaining empathy and professionalism.
  • Monitor call triaging, ensuring timely and accurate transfers to the correct departments.
  • Drive improvements in average handling time (AHT).
  • Perform regular quality checks on team performance and customer interactions.
  • Provide one-on-one coaching to team members, focusing on their growth and service improvement.
  • Identify and implement strategies to enhance client experience and streamline processes.
Requirements
  • Proven leadership experience in a fast-paced, customer-focused environment.
  • Strong communication and coaching skills with the ability to provide constructive feedback.
  • A passion for improving customer service efficiency while maintaining high standards of empathy and care.
  • Analytical mindset with the ability to monitor metrics and implement effective changes.
About The Portfolio Group

This is a fantastic opportunity to make a significant impact on the client experience while leading a dedicated team. You'll have the autonomy to implement new strategies, coach your team, and continually enhance the quality of service.

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