A premium online brand based in Nuneaton, Warwickshire is looking for a Customer Service Team Manager to start as soon as possible. The position is 35 hours per week, 9am-5pm or 9.30am-5.30pm. As they are a 7 day a week operation there will be some remote weekend work. Previous experience in a management/team leader role is essential and if you have worked in a call centre retail environment this would be very beneficial! Key responsibilities: * Undertake compulsory training and refreshers as required * Offer day-to-day guidance, coaching and support to the team including holding 1:1's * Monthly payroll submission * Support agents with sales queries, orders and orders amendments * Full knowledge of systems and processes, including delivery failures, returns, exchanges and repairs * Own and manage escalations including taking over difficult calls * Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience * Mange the day to day planning of CX, i.e. headcount, breaks, task allocation * Carry out floor walks throughout the day to offer support and advice to agents * Monitor and collate information on common trends, e.g. product quality issues and raise these with the Call Centre Manager * Monitor volumes and take action where necessary * Work with your team to ensure all customer enquiries are resolved within SLA Skills & Experience * Previous ex...