Customers Service Manager (call centre)- £33,000 – home based
A highly successful, global business are looking for a Customer Services Manager (call centre) to join their growing team. The purpose of this Customer Service Manager role is to lead, motivate and support a team of Customer Service Execs to deliver a great customer experience; ensuring the service delivered to our customers meets required quality and service levels.
Please note – this is a home based role – with quarterly travel to the office (fully expensed). The team run on a shift pattern and the hours for this role would be 2pm-10pm, Monday to Friday.
As the Customers Services Team Lead you will be responsible for the day-to-day supervision of a team of Customer Service advisors including work and attendance monitoring and ensuring appropriate measures are taken to resolve any issues on shift.
You will monitor call, email, chat and claim traffic, ensuring that the quality is maintained to a high standard and in line with agreed SLA’s and investigate excessive volumes to identify and manage promotional issues. You will work closely with Operations Managers to identify how each campaign is performing and provide suggestions for long term improvement. In addition, you will provide an escalation point for complex queries and communicate expectations to the team regularly.
The ideal candidate will have previous experience as a Team Lead in a customer services environment. You will have a passion for outstanding customer service and be motivated to support, coach and develop your team. This role requires an excellent communicator; someone that enjoys building great working relationships.
The salary on offer for this role is £33,000 plus benefits.