Customer Service Team Manager

15 hours ago

Lynch Wood, United Kingdom The One Group Full time

Are you an articulate Customer Services Manager looking to join a super successful company that continues to thrive and will be offering you a very varied role with the chance to be involved in management planning and the future development of the business.

I am looking to speak to experienced Customer Service/Call Centre managers or Senior Team Leaders who are looking for their next step or maybe you have been a manager in the past and looking for a varied and challenging role where you will be surroundedby a great team.

My client is a very successful London business who have relocated to Peterborough and have continued to grow and develop in an extremely positive way.

This role will involve you:

- Motivating your team to deliver exceptional customer care
- Coaching and developing your team who are a bunch of energetic and enthusiastic people
- Recruiting new team members
- Holding review meetings, coaching sessions and 1-2-1s
- Adapting your style to work with the different personalities on the team and on occasion calls that have been escalated to you
- Supporting staff with complex and difficult or bespoke requests
- Communicating clearly to ensure the team understand the business direction, changes and plans for the future
- Supporting assessment days
- Taking control of the whole floor for 2 hours a day
- Attending management meetings to drive the company forward in a positive route
- Creating a fun, supportive and highly energised environment for the team
- Building relationships with your team, the other teams and stakeholders
- Working with operations, marketing and senior management where your ideas will be heard
- Managing team members with regards to lateness, holidays, absences and performance issue - if any
- Performing checks on KPIs and performance of your team to report to senior management
- Flagging new ideas or any stumbling blocks you or the team encounter
- Keeping communication channels open at all times
- Being the eyes and ears to ensure your team is happy and working to a high standard
- Lead by example

If you are full of energy, positive, a great team player, nurturing and passionate about customer care and leading a top-performing team I would welcome a chance to tell you more. Ideally, you will have been working in a contact centre for 1 -2 years ina similar role but we can be open to other types of experience if you are commercially aware of risk to business, a great motivator and enjoy creating a positive and fun work environment.

Please get in touch today as we will be moving fast on this one

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