Customer Service Manager - f/t role (5 days)

Recruiter
Think Specialist Recruitment
Location
Luton
Salary
£23000 - £26000 per annum
Posted
09 Aug 2017
Expires
16 Aug 2017
We are recruiting a Customer Service Manager for the contact centre of an international company with their UK headquarters based on the outskirts of Luton. Along with a fantastic working environment and career development, the company are looking to pay a competitive salary of circa £23,000 to £26,000 per annum. We are looking for candidates with previous team leader/team manager experience from within a customer service/contact centre environment. Permanent or temporary to permanent will be considered. Please make note of the shift pattern below before applying. Fully flex - Monday to Friday - 35 Hours per week, 8 Hours a day, 8 hours to be performed between the hours of 8am and 9pm. Working one weekend in four between the hours of 8am and 6pm. You will be responsible for managing a team of Customer Service Advisors effectively to achieve departmental and company objectives through meeting high operational standards and delivering internal and external customer satisfaction. Key Responsibilities: Responsible for the recruitment, induction and performance management of the team. Monitor and plan resources to ensure that there is sufficient in place to provide a high standard of service to both internal and external customers. Identify training needs and build individual plans to ensure that members of the team have the necessary skills to perform their duties to the high standards required. Recognise and reward good performance within the team and continually motivate and build team morale. To impart information, identify operational issues and share knowledge with the team by way of regular team meetings and 121's. Analyse telephony reporting and key performance indicators to identify service trends and take proactive steps to address and maximise service delivery on call. Build processes and cross-functional working practice that improves single contact resolutions capability and performance in the team. Enabling the team to deliver a 'One Call Solution' approach where the end user is at the fore-front of what we do and inspiring confidence to our customers. Review, write and implement procedures to support the appropriate level of service delivery in line with Company Quality Management system making it easier for the team to perform their role, by having access to the information quickly and easily. Essential Skills and Experience Supervision of customer service teams Proven experience of building high performing, enabled teams Deal with all HR aspects of the management of your team including recruitment, absence and performance management and dealing with any behavioural issues Demonstrate leadership skills Excellent telephone manner Effective and confident communicator Ability to approach sensitive issues with tact, diplomacy and confidentiality Strong organisational skills Methodical and attentive to details Ability to build strong working relationships - internally and externally Ability to work on own initiative and prioritise workload effectively Understanding of how to work in a confidential environment with high standards of professionalism and ethics in relation to personal information Experience of working in a fast paced call centre environment PLEASE NOTE: Fully flex - Monday to Friday - 35 Hours per week, 8 Hours a day, 8 hours to be performed between the hours of 8am and 9pm. Working one weekend in four between the hours of 8am and 6pm. This job was originally posted as www.totaljobs.com/job/75458042