Customer Service Team Manager

4 weeks ago


Leicester, United Kingdom Viking Full time

Description You will be responsible for ensuring that you and your team deliver outstanding service to our business customers.
You will coach, motivate, monitor and review the performance of up to 14 (FTE) Customer Service Advisors, as they interact with customers, resolving queries and identifying selling opportunities, through inbound calls, email and chat.
You will foster a supportive, fun and healthy environment, to allow your team to achieve individual and team Key Performance Indicators (KPIs).
You will provide guidance on customer query resolution and on the use of the Customer Relationship Management (CRM) and other systems.
You will encourage clear communication, information sharing and best practice across your team to develop staff and continuously improve the service.
You will motivate your team to go the extra mile to enhance the customer experience, develop customer loyalty and grow our long-term customer base.
Responsibilities Lead and motivate a team to deliver excellent customer service to our business customers.
Recruit and induct team members, provide or organise training and progress them through the probation review process.
Develop your team through the use of personal development plans, appraisals and monthly performance reviews.
Regularly coach and support your team to achieve KPIs, including cross sell and upsell targets.
Communicate company and team objectives to team members and provide them with information and advice to empower them to achieve and exceed expectations.
Provide guidance and ensure the appropriate use of the Customer Relationship Management (CRM) systems such as Salesforce or other systems.
Foster a spirit of teamworking and cooperation where information and best practice is shared.
Monitor and review performance and deadlines to ensure individual and team Key Performance Indicators (KPIs) are achieved or exceeded.
Be accountable for the team's engagement, focusing on motivation and well-being.
Identify, respond to and resolve urgent or escalated issues.
Champion Viking positively at all times; internally, to external customers and suppliers, in the wider community and on social media.
Drive innovation and process improvement to improve the efficiency and effectiveness of our customer experience.
Collaborate with Viking colleagues within Customer Services as well as stakeholders from around the business, such as Sales or Marketing.
Manage your workload through effective planning and prioritisation Complete quality monitoring on your team's customer contact across multiple channels (phone, chat, email).
Qualifications Essential Significant experience leading a team in Customer Services, Sales, Retail or Customer Relationship Management environments.
Evidence of a 'customer focused' approach, where the customer is central.
Strong interpersonal skills and the ability to promote a positive team spirit.
Ability to embed processes, drive consistent high-quality standard and deliver results across a team within a contact centre environment.
Integrity and willingness to take ownership of issues and reliably 'lead by example'.
Energy, drive and an ability to act decisively in a fast-paced environment.
Clear written and verbal communication skills, to interact with customers with confidence and inform and influence colleagues across the business.
Computer literacy, specifically proficiency in Microsoft Office applications.
Flexible approach to working conditions and hours.
Ability to manage multiple projects and activities.
Experience working in a targeted environment.
Including cross sell or upsell targets.
Ability to analyse and interpret information objectively to identify key causes and solutions quickly.
Desirable Previous experience of or certification in Salesforce Previous experience working with Contact Centre software



  • Leicester, Leicester, United Kingdom CV-Library Full time

    Job Title: Customer Service Team ManagerLocation: Leicester 2 days a week, home working 3 days per weekEstimated Salary: £32,500 per annumHours per week: 35 hours per week (flexible working between core hours)We are seeking an experienced Customer Service Team Manager to lead and develop our customer contact centre team in Leicester. As a key member of our...


  • Leicester, Leicester, United Kingdom Team Relax Full time

    We are currently recruiting an experienced Admin Team Leader to join our Central Accreditation and Data team. The successful candidate will play a key role in supporting the day-to-day operations of our team.This is an excellent opportunity for an administrator looking to develop their skills and knowledge in data management and customer care. The ideal...


  • Leicester, United Kingdom Viking Careers Full time

    Description You will be responsible for ensuring that you and your team deliver outstanding service to our business customers.You will coach, motivate, monitor and review the performance of up to 14 (FTE) Customer Service Advisors, as they interact with customers, resolving queries and identifying selling opportunities, through inbound calls, email and...


  • Leicester, United Kingdom Service Centre ID Full time

    **Customer Service Advisor** **Leicester (Enderby)** **£22,393.80 (from April)** Are you a strong communicator? Do you have experience working in a customer facing environment? Good attention to detail? We have the perfect role for you at our purpose built, modern site in the Grove Park area of Leicester. Join us as a Customer Service Advisor at the...


  • Leicester, United Kingdom Service Centre ID Full time

    **Customer Service Advisor** **Leicester (Enderby)** **£20,319.00** Are you a strong communicator? Do you have experience working in a customer facing environment? Good attention to detail? We have the perfect role for you at our purpose built, modern site in the Grove Park area of Leicester. Join us as a Customer Service Advisor at the largest...


  • Leicester, United Kingdom Quality Service Recruitment Full time

    Fancy a job where you can make a real difference to the team’s success through developing and growing your client base? Do you want to work in an environment which champions personal support and progression? Look no further than joining our successful Leicester team as a Customer Service Consultant No previous Recruitment experience is required, however...


  • Leicester, United Kingdom University of Leicester Recruitment Team Full time

    **About the role**: The post holder work within the ResLife Team to deliver outstanding customer service within accommodation and conferences, providing first response to customers’ everyday queries, as well as supporting all student recruitment activities, and preparing our facilities, and supporting our events, for the arrival of out students in...


  • Leicester, Leicester, United Kingdom Team Relax Full time

    Job Title:Team Leader Admin Hub ManagerAbout the Role:The Leicestershire Adult Learning Service is seeking an experienced Administrative Team Lead to join their Central Accreditation and Data team in County Hall. This 2-year fixed-term position offers a unique opportunity for a self-sufficient individual with excellent time management skills to support the...


  • Leicester, United Kingdom Regional Recruitment Professional Services Ltd Full time

    Job Title: Customer Service Team Manager Location: Leicester **Salary**: £35,000 - £45,000 Type: Full-Time, Permanent Start Date: Immediately (flexible for notice periods) We are hiring for a Customer Service Team Manager that has experience in managing a large team in the Leicester area. This is an upbeat and modern environment where you will be...


  • Leicester, United Kingdom Personal Homecare Pharmacy Full time

    Homecare Pharmacy Customer Services Team Leader Patient Care Customer Service Representative Healthcare Provider Team Management Leadership Performance Reviews Training and Coaching Quality Assurance Compliance Service Delivery Prescription Processing Medication Delivery Customer Inquiries Complaint Handling Relationship Management Healthcare Sector Pharmacy...


  • Leicester, United Kingdom STERIS Full time

    At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. **HOW YOU WILL MAKE A DIFFERENCE**: **About you**: **Do you want to spend your working time making a difference in the world around you? Are you passionate about helping our incredible health...


  • Leicester, United Kingdom Viking Full time

    Looking to work within a vibrant company, combining 25 years of industry expertise with ongoing investment in cutting-edge technology to drive future success? Seeking a role where proactivity is welcomed, with scope to develop and grow? **Viking**have an exciting opportunity for a **Customer Service Team Leader **to join our team based in **Leicester.** You...


  • Leicester, Leicester, United Kingdom Team Relax Full time

    Job Title: Leadership Role in Central Team Management">About the Role: We are seeking a highly skilled Admin Team Leader to join our Central Accreditation and Data team in County Hall. The post holder will play a key role in supporting the Central Team HUB Manager in the management and smooth running of the team.">Responsibilities:">">Taking and processing...


  • Leicester, United Kingdom Lean Engineering Recruitment Ltd Full time

    **Customer Services Manager** **Location**: Leicester **Salary**: Circa £30k A well established manufacturer are looking for a Customer Services Manager to join their team. The purpose of this role is to ensure the efficient, effective and economic operation of the Customer Services department to meet the requirements of day to day and ongoing long term...


  • Leicester, Leicester, United Kingdom CV-Library Full time

    Job Title: Customer Service Team LeaderWe are seeking an experienced Customer Service Team Leader to join our customer contact centre team in Leicester. As a dynamic and passionate leader, you will shape the way we deliver services while ensuring the customer service team operates at the highest level.Report to and support the Customer Service and Experience...


  • Leicester, Leicester, United Kingdom IOSH Services Limited Full time

    About the RoleWe are seeking an experienced Customer Service Team Lead to join our team at IOSH Services Limited. The successful candidate will lead a dedicated team, ensuring exceptional service for customers, membership applicants, licensed training providers, prospective providers, and delegates.The ideal candidate will possess exceptional team management...


  • Leicester, United Kingdom Quality Service Recruitment Full time

    **Immediate start for a customer service call handler in LE8, Leicester.** **_Are you an experienced customer service advisor who has worked in previous roles where you are handling a large amount of incoming calls on a daily basis?_** Working for our client who are a leader in the vehicle movement industry, you will be part of a very important team who...

  • Team Leader

    1 week ago


    Leicester, United Kingdom HeidelbergCement Full time

    **Team Leader - Customer Services Syston Fixed Term Contract** Working at Hanson is about being part of One Team. We operate over 300 production sites in the UK, employing about 3,500 people in a wide range of roles, and our aim is to be a leading sustainable business, trusted and respected by our stakeholders for the ethics we adopt and the products we...


  • Leicester, United Kingdom Cromwell Group Full time

    As Customer Service Team Leader you’ll lead a team of Advisors. You’ll provide leadership, support and ongoing coaching in delivering a best in class customer service to our customer base aligned to a dedicated region. You're responsible for ensuring high standards, on the rare occasions of dissatisfaction you'll use your experience and passion for...


  • Leicester, Leicester, United Kingdom Hastings Direct Full time

    About the RoleWe are seeking a seasoned Customer Service Team Lead to join our team in Leicester. As a key member of our contact centre, you will be responsible for leading and developing a team of customer service representatives.Key Responsibilities:Lead and manage a team of customer service representatives to deliver exceptional customer...