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