About The RoleThe Customer Care Team Manager will lead and support a team of Customer Service Advisors, driving exceptional service standards while meeting both individual and departmental targets. Experience in managing a high-performing team within a contact centre environment is highly advantageous. The role requires a genuine passion for customer service and a commitment to fostering a culture of continuous improvement.Main Responsibilities:
* Manage internal and external customer queries and escalations across multiple communication channels.
* Lead and inspire a team of Advisors to consistently deliver outstanding service and meet agreed SLAs.
* Lead by example, upholding the highest standards of customer service at all times.
* Motivate the team to achieve weekly targets and organise team-building activities.
* Build strong relationships with customers, ensuring every Wren customer enjoys an exceptional service experience.
* Provide effective, solutions-focused problem solving, following up with customers and departments with a proactive, "can-do" attitude.
* Ensure team compliance with all Wren policies, procedures, and Data Protection legislation.
* Monitor calls to improve quality, minimise errors, and track individual performance.
* Record and analyse team statistics and performance data, preparing management reports when required.
* Actively address departmental challenges such as attendance, morale, system issues, and process improvements.
* Conduct regular performance reviews, set clear objectives, and recommend training and development opportunities.
* Identify and address processes that cause poor customer experiences, promoting a culture of continuous improvement.
* Plan and deliver engaging recruitment initiatives, continually seeking out new talent opportunities.
GCSE level C or above in English and Maths
* Strong communication skills - both written and verbal
* Good IT skills
* Customer Service experience
* People Management skills including team building, motivation and interviewing
* Ability to work independently and within a team environment
About The CompanyWren Kitchens are not only passionate about kitchens, but we are also passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK's Number 1 place to work!This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!
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