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 experience at management/team leader level within customer service * Excellent communication and listening skills * The ability to work independently and show initiative * Excellent attention to detail * Resilience * A patient and calm approach with the ability to de-escalate complaints * Target-driven with the ability to multitask * A problem solver, able to read and understand a situation quickly to pick up escalations * Previous experience of coaching behaviours * Proven people management skills with the ability to manage different personalities. Benefits include: * 25 days holiday increasing by 1 day each year for 3 years, plus 8 bank holidays. * Enhanced family leave policy * Staff and friends and family discount scheme * Healthcare cash plan * EAP programme * Shopping discounts * Half a day for Christmas shopping * Life Assurance - 4 times annual salary We are short-listing this week so please apply today