Customer Service Team Manager

We are looking to recruit a Team Manager to lead, support and motivate the Customer Service Team responsible for our Kia Client.

We currently offer a hybrid working model, supporting our client service level agreements, and providing flexibility to our employees. You will have a great blend of 3 days per week in our Milton Keynes office working alongside the team, and 2 days per week leading the team remotely. It is therefore important that you are comfortable working in both situations.

**Customer Service Team Manager Responsibilities**:
Daily, weekly, monthly target management delivered by the team
Escalation point for high profile customer cases
Supporting the team with training and development
Recruitment and onboarding of new Advisors
Internal reporting (both activity, performance, and insight) to the operations and account managers
Liaising with internal departments (e.g. IT, HR)
Performance management / improvement
Creation, documentation, and continuous improvement of processes / procedures
Quality control and compliance assessments
DSAR (Data Subject Access Request) administration
Dealing with HR issues
Motivating and inspiring a team
Root cause analysis to drive continuous improvements

**We are looking for applicants able to demonstrate experience of leading people within a B2C or B2B Customer Service environment. In addition, you should possess**:
Drive to achieve results and the best outcome for clients and customers
The ability to positively persuade and influence people
A passion for customer service
Resilience and determination
The ability to identify improvement opportunities and the tenacity to implement them
Excellent planning and organisation skills with strong attention to detail
Strong communication skills and the ability to inspire others
Excellent IT skills; experience of using CRM systems is particularly beneficial
An in-depth knowledge of customer service best practice; you should possess demonstrable experience of managing a team in a comparable setting

**Why You Will Want to Work Here**

Outstanding benefits including annual leave (22 days, rising to up to 30 with length of service), private medical insurance, medical cash plan, personal wellness fund (£500 to use on any personal health/wellness project), paid maternity/paternity, pension scheme, life assurance, income protection
A company where 91% of employees rate the company as good or excellent to work for
A company that balances being clearly the best in its industry along with maintaining a 'family feel'
Promote from within policy - 100% of our first line management team have been promoted from roles at advisor level, along with 30% of directors
Great training both for your current role and your future long-term development
Excellent working environment

**About ROI**:
ROI is a fast-growth, industry-leading award-winning business currently employing 400 people and rapidly increasing our employee population. We provide outsourced sales, customer service and marketing teams to 25 of the well-known automotive brands. We pride ourselves in being a fantastic place to work and offer excellent career progression. Most importantly, our staff tell us that what they value most about working with us is that they feel genuinely cared for and respected.

**Location**: Milton Keynes
**Contract Type**: Permanent
**Hours**: Full Time
**Salary**: Up to £30,000 per annum plus benefits

You may have experience of the following: Customer Services Manager, Customer Service Manager, Customer Service Team Leader, Customer Service Supervisor, Call Centre Manager, Call Centre Team Leader, Call Centre Supervisor, Contact Centre Manager, Contact Centre Team Leader, Contact Centre Supervisor, etc.

Ref: 108 197