Customer Service Team Manager Syston, Leicestershire – hybrid up to £40,000 p.a.
Do you have a background in managing people from a contact centre and helping them shine?
Are you resilient, driven and looking for an exciting role to portray your soft skills?
Do you want to work for a nationally renowned company who put their people first?
The Company: ER Recruitment are excited to be working with our prestigious, national client based in North Leicester on this fantastic, hybrid, Customer Service Team Manager position. Our client are focussed on their people and the future and are going from strength to strength with this role being an addition due to growth for the business.
Role & Responsibilities of the Customer Service Team Manager:
Managing a team of between 10-15 agents through one-to-one’s, appraisals, coaching and mentoring
Ensuring the workload of staff is evenly distributed with maximum productivity to achieve and that there are enough staff to cover from a planning perspective
Conduct disciplinaries or investigations where required
Auditing quality of calls
Managing SLAs on call volume
Ensuring effectiveness of outbound campaigns through activity and results data
Escalation for customer complaints
Looking for continuous improvements in process and delivery
Support and promote a strong sense of business achievements and objectives.
About You as the Customer Service Team Manager:
Previous experience as a leader or manager from a contact centre environment
Proven experience as a resolution/negotiator
A people person – able to influence at all levels and build strong rapport
Motivational and supportive
Resilient
Able to be flexible and adaptable in their approach
Good skills with Microsoft Office, particularly Excel
Additional Benefits:
Hybrid working – 2 days in the office per week
On site parking
Monday to Friday 8am-5pm with 1 in every 5 Saturdays
25 days Holidays plus bank holidays
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.
While we aim to get back to all applicants, if you do not receive a response within 7working days then unfortunately your application has been unsuccessful on this occasion.
We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.