Customer Team Manager.
We are currently recruiting for an exciting position for one of our clients based in South Birmingham. This role is joining a successful and experienced team of Customer Team Managers.
My client is looking for a strong and experienced Customer Team Manager with a minimum of 5 years experience in a Contact Centre Team Manager position.
This role is very hands on and you need previous experience managing and coaching a team of 10 customer advisors. You will be supporting your team on a daily basis providing solutions to more complex queries and help guide your advisors through complaints to ensure the customer leaves satisfied and their query has been resolved.
The industry you will be working in is very heavily regulated, so you will go through an extensive training programme to ensure you have the skills, knowledge and understanding to support your team.
Working closely with your team of advisors ensuring you’re visible on the office floor, walking around supporting your team with all general and complex queries. You will be required to communicate with a number of departments within the business to ensure you and your team can support the customer on their first interaction and to reduce additional calls, back into the contact centre.
You should be comfortable dealing with real time complaints, whilst working with other departments to obtain a solution for the customer.
You must have experience of working to SLA’s and KPI’s and be able to demonstrate how you can help achieve set agreements to enhance the customer journey.
Customer Team Manager - Responsibilities
* Conduct regular 1:1s with customer advisors and deliver ongoing coaching, training, and development.
* Quality monitoring and live time coaching, listening into calls and supporting your advisors.
* Oversee and monitor your teams KPIs, including call handling and service targets.
* Act as the escalation point for complex customer service issues.
* Identify and implement process improvements to increase efficiency and customer satisfaction.
* Inspire, motivate, and influence team member and their teams to deliver consistently high standards.
* Foster a positive culture of teamwork, accountability, and succession planning.
Previous Experience
* Proven experience managing a high-volume, inbound call centre.
* Strong leadership background, with experience managing a team of advisors.
* In-depth knowledge of customer service principles and best practice.
* Skilled in both internal and external stakeholder management.
* Commercially aware with the ability to balance customer experience and business objectives.
* Clear, confident communicator with strong leadership presence.
* Excellent problem-solving skills with a proactive mindset.
* Flexible and adaptable, able to lead through change.
* Proficient in MS Office and experienced in CRM systems.
Hours of work will vary and be on based on a rotational shift pattern working between 8am -7pm Monday to Friday and 1/3 Saturdays between 9am and 5pm, with a day off in the week.
To be considered for this role please apply below where one of our team will contact you with more information and to discuss your experiences and the role in more detail. If you haven’t been contacted within 5 days of your application, then unfortunately on this occasion you haven’t been successful, however, we may save your details for any future roles