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Team Manager
2 weeks ago
An award winning supplier of luxury brands is actively seeking a permanent **Team Manager** to join their busy Customer Service team, based in Dartford. Leads a team of customer service representatives to provide an outstanding customer experience through quickly, calmly, and confidently addressing customer issues with service, delivery, installation, or quality. Maintains a professional environment forthe customer service team to thrive on solving problems and providing quality interactions that increase customer satisfaction, leading to an improvement in sales. Leading, coaching and developing multi-skilled staff, supporting a mixture of accounts, processes, and enquiries to deliver industry-leading service. Key areas of responsibility - Customer Focus - Drives improvements to the customer experience ensuring the customer is at the heart of everything we do with a real focus on margin generating opportunities and proactivity. - Can combine strategic and tactical tasks in daily planning - Identifying opportunities and implementing solutions to improve the customer experience. - Take responsibility for escalated complaints for the business and provide a satisfactory resolution within 8 hours of escalation. Ensures a review process takes place to understand the background and initiate training & mentoring of team to correct. - Building positive relationships with internal stakeholders (Sales, Logistics, Returns, Marketing and Finance) to help improve the overall customer experience. - Manages the call and written Quality programs within the team, achieving the KPI's and sharing best practice where appropriate. - Build effective long-term relationships with our customers by demonstrating expertise and commitment. Expertise Customer Service and Internal Sales background - Has successfully led a team of circa 10-12 FTE during a time of transformation for an extensive period of time - Can make decisions in challenging circumstances in a clear and concise way. - Identifies the "bigger picture" and acts on opportunities to improve tools, skills, systems, and processes. - Can evaluate management information and base decisions on findings - Understands the HR policies and processes - Can undertake regular management meetings to ensure resources are driving performance. This includes Coaching, 121s and Team Meetings to promote best practice. Your working hours will be Monday to Friday, 8:30am - 5:30pm.
