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Customer Services Team Manager

Apply now Job no: 526365
Work type: Full time
Site: Redditch
Categories: Customer Support, Autocentre Support Centre
Location: Worcestershire
Salary: 25000

As one of our Customer Service Team Managers you'll lead, coach and motivate the Contact Centre teams to deliver outstanding performance in all areas of the department.

In this key role you'll ensure that the team provide first class customer service, delivering a positive customer experience, whilst optimising all sales opportunities.

You'll demonstrate and deliver a high standard of customer service and professionalism at all times, with high levels of team engagement and provide senior support to the customer service team, deputising for the Contact Centre Manager, as appropriate.

Context

The role will support the customer service management team and Contact Centre Manager to deliver exceptional levels of sales and customer service, through all contact methods – calls, social, live chat etc.

The role will heavily focus on striving to continuously improve service levels within area of responsibility ensuring queries and complaints are handled in the most effective manner, problem solving and finding a suitable solution whilst creating a positive working environment for all team members.

The Team Manager will be required to support other teams within the customer service function, providing support and guidance and ensuring the team are working well together and achieving the desired results whilst themselves playing an active role in managing contact escalations.

Key Responsibilities

  • Responsible for a team of Customer Support Advisors, ensuring they receive regular 1-2-1 meetings and performance reviews. Encourage and support individual development.
  • Responsible for a team of around 30 colleagues, ensuring they receive regular 1-2-1 meetings and performance reviews whilst encouraging and supporting individual development.
  • Proactively manage and improve the morale of the team by displaying great leadership – praise, clarity, playing to strengths and genuine concern
  • Line management responsibility for Team Leaders
  • Proactively monitor workflow across the department, ensuring service standards, productivity targets and KPIs are achieved daily.
  • Direct involvement in the recruitment, selection, induction and ongoing skills development to attract and retain the best talent
  • Ensuring individual performance metrics are consistently achieved and appropriate actions taken to address any shortfall
  • Undertake formal performance reviews and 1:1 meetings with direct reportsFacilitate a culture of open and honest 2 way communication ensuring key messages are cascaded
  • Deliver ongoing skills development of colleagues to deliver the best possible performance through quality monitoring, training and coaching
  • Continually review and develop processes to reduce effort and optimise sales
  • Promote a sales through service culture to improve sales conversion
  • Proactively monitor and react to workload and workflow to ensure the delivery of agreed service standards, productivity and KPIs.
  • Provide senior support to the contact centre and customer service teams to deliver a high standard of delivery and performance.
  • Manage case escalations within agreed timescales and in a professional, manner, actively reducing escalation through real time coaching and development.
  • Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times.
  • Ensure all relevant information is cascaded to the team and that daily huddles take place
  • Ensure adherence to colleague standards including uniform, time-keeping, and general conduct 
  • Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience
  • Work closely with all internal departments to identify and fix issues

Key Skills/Experience

  •  
  • Strong leadership skills with experience in a call centre environment
  • Strong interpersonal/communication/influencing skills
  • ‘Day to Day’ management of a team, including coaching and developing people through 1-2-1 meetings, call reviewing & appraisals.
  • Be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful, and calm always.
  • Able to lead, motivate and work effectively as part of a team.
  • Experience of problem solving and complaint handling
  • Excellent administrative skills with the ability to prioritise your workload effectively with pace and urgency.
  • Expert organisational skills to enable you to manage many varied tasks.
  • The ability to communicate and influence at all levels including senior management
  • The ability to work and keep calm under pressure
  • Strong personal presence, confidence and credibility
  • Able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful and calm
  • Previous experience of working to targets and SLA’s
  • Ability to capture data accurately and within guidelines
  • Computer literate with knowledge of Microsoft programmes, outlook, excel,
  • Reporting/analytical experience desirable
  • Ability to deal with difficult situations and respond accordingly
  • Is open to change and seeks and encourages fresh ideas to meet an ever changing environment.  Able to support colleagues to adapt to change across the business
  • A passion for self-development to ensure you and your teams’ progression and development.
  • Some experience in presenting and public speaking
  • Autocentre/car maintenance experience desirable but not essential

What's in it for you:

You’ll enjoy a competitive salary (based on location and experience) plus performance bonus, 25% colleague discount and access to a wide range of discounts on everyday goods, financial products and services, as well as being able to access our industry leading training to take your career to the next stage.

We also have offices in Redditch Worcestershire should you prefer to work in an office environment. 

Join us and be part of our success story in getting the nation safely back on the move.

NB - We work across 7 days (with no more than 1 in 2 weekends) to include some early and late shift patterns (until 8pm).

 

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