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Customer Service - Team Manager, Glasgow
Client:
Location: Glasgow, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: b5beb7fbb3b2
Job Views: 5
Posted: 01.08.2025
Expiry Date: 15.09.2025
Job Description:
Salary £29,556.80
OTE £34,000.00
Working Hours: Monday - Friday 08.30-17.00 - Office Based
Free on site parking
Responsibilities:
* Manage a Customer Service Advisor Team handling various customer outcomes such as collecting Direct Debit details, sales, and retention.
* Coach and give feedback to ensure team productivity and exceed KPIs.
* Ensure quality assurance of team outputs.
* Implement and manage strategic business changes and team performance.
* Create a culture of world-class service, empowering the team to own customer queries.
* Provide feedback on processes and policies, and identify improvement opportunities.
* Collaborate with Retention, Marketing, and Depot teams to enhance customer experience and operations.
* Serve as an escalation point for customer queries when needed.
* Conduct monthly 1-to-1 meetings with direct reports, including call dip checks for development and motivation.
* Hold return-to-work meetings and conduct investigations as necessary.
* Produce analytics for department meetings and monitor KPIs.
* Support team members' personal development through training and onboarding of new staff.
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