Customer Service Team Manager – Call Centre / Contact Centre

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Customer Service Team Manager required in Runcorn in a call centre / contact centre to join a busy Customer Service team.

This is a unique opportunity to join a successful, established and growing manufacturer. They’ve experienced fantastic growth over the last year. This role is based in a modern and very aesthetically appealing building in Runcorn.

The Customer Service Team Manager will motivate and inspire a team of customer service specialists in a call centre / contact centre. Reporting into the Head of Customer Service, you will be accountable for driving a positive and performance culture within the operation.

Aiming to deliver a ‘best in class’ customer service and to deliver above expectations. The Customer Service Team Manager will be part of a pivotal role to create a supportive and friendly atmosphere and to help create a positive work environment that will enable the team to deliver an amazing experience for our customers.

Key Accountabilities:

  • Responsible for leading, motivating and developing a team of customer service specialists
  • Spend a minimum of 50% of the time coaching and developing the team, through monitoring calls, performance 1:1, providing detailed feedback and creating development plans
  • Quality checks and building a quality benchmark for the department
  • Encourage individuals to celebrate team success to create self-sustained and positive energy
  • Provide training for all tasks within the customer service department
  • Provide customers and colleagues with appropriate solutions to their queries, requests or complaints in line with control, standards and our brand values
  • Champion first call / email resolution
  • Develop your team, creating an engaging culture and nurturing talent
  • Daily management of your team including performance management
  • Work with colleagues across the wider team and business to deliver great service experiences
  • Role model a ‘can do’ attitude
  • You will be responsible for achieving department KPIs and respond to queries within customer promise and SLAs
  • Develop Teams strengths and improve weaknesses
  • Deliver yearly performance reviews, regular 121’s, developments plans and performance improvement plans
  • Carry out office-based mentoring and training for all staff in line with training Plan.
  • Keeping accurate records and documenting customer service actions
  • Analysing daily dashboard statistics ensuring staff productivity is high

Required Skills:

  • Excellent organisational, time management and communication
  • The ability to work as part of the wider contact centre team to deliver key departmental priorities
  • Knowledge of HR policies, practices, and procedures
  • Team player
  • Strong interpersonal and communication skills
  • Ability to work within a continually changing environment
  • Be a skilled and accomplished leader with a proven track record of guiding customer-focused teams to achieve success

Required Experience:

  • Eacommerce / retail experience – desirable
  • Zendesk experience – desirable
  • SAP Business 1 experience – desirable
  • Experience in Customer Service Team Management – essential
  • Contact centre / call centre experience- essential

There are two roles available working 9:30 to 18:00 either Tuesday to Saturday or Sunday to Thursday (set hours, not rotating)

Salary on offer is £26,000 per annum, with 22 days holiday.

To apply for the role of Customer Service Team Manager please click apply now.

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