Customer Service Team Manager

Job Summary by the careerbalance.co.uk Team:

97Job Description:As a Customer Service Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great.
As a team manager you will advocate for a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.
It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team.
It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment as a team manager.
You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures with our customer service agents.
By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
*What you need to know*
Role: Customer Service Team Manager
Contract: Full time permanent, 37.5 hours per week.
Operational hours:
08:00-20:00 Monday to Friday,
09:00 – 19:00 Saturday
10:00 – 18:30 Sunday
Pay – £24,000- £25,000 per year plus bonus
*What we can do for you:*
· Casual dress code
· Fantastic *learning and development* opportunities
· Lifestyle Benefits programme – featuring *thousands of discounts*, special offers and *exclusive employee deals*
*Wagestream*
All employees get access to this money management app gives you access to a toolkit of services built around your pay. It can help you to:
* Use Flexible pay to choose when to get paid throughout the month.
* Track your shifts, earnings and spending in one place.
* Build a rainy day pot to reduce financial stress and reward yourself in the future.
* A Benefits checker to calculate what government support you could be missing out on.
* Chat to a Financial Coach to get expert guidance about your money.
* Get discounts on your shopping with Vouchers.
*Summary of responsibilities:*
· Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
· Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
· Continually review and monitor work performance of all Advisors against agreed KPI’s.
· Ensure Customer Advisors are recognised and rewarded for outstanding achievements/performance in line with company mission and values.
· Facilitate a culture of open and honest two-way communication with all team members.
· Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
· Coach, develop and motivate Customer Advisors by providing the skills and knowledge to perform their job.
· Ensure appropriate actions are taken to improve client satisfaction survey scores.
*What we need from you:*
· Evidence of effective interpersonal, coaching and leadership/supervisory skills.
· Previous experience working in a call centre environment is essential.
· Excellent telephone, computer/keyboard, verbal and written communication skills.
· Good numeric and verbal reasoning skills.
· Effective problem-solving skills.
· Performance Management skills.
· Client/customer management skills.
*What are you waiting for? Start your Foundever journey and click apply for our Customer Service Team Manager Position!*
*#newgb04*
Job Types: Full-time, Permanent
Pay: £24,000.00-£25,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Schedule:
* Monday to Friday
* Weekend availability
Supplemental pay types:
* Bonus scheme
Experience:
* Team Manager: 1 year (required)
Work Location: In person
Application deadline: 22/07/2024
Reference ID: #newgb04Location: Newcastle upon Tyne