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- Lead the customer service team to achieve targets and KPI’s in line with agreed budgets.
- Build collaborative relationships to enhance customer satisfaction and service quality.
- Act as a support network to ensure staff feel informed and supported as the business evolves.
- Manage day-to day activities, prioritise tasks and assess risks within existing processes to achieve SLA’s
- Ensure training and development plans are in place for all team members.
- Implementation of performance management processes, including 1-2-1’s and appraisal’s.
- Manage the team with a fair and consistent approach.
- Manage staff against agreed internal quality targets.
- Act as a point of escalation for customers, managing complaints.
- Be responsible for online reputation, including trust pilot and google my business.
- Participate in regular, proactive reviews of operational processes and procedures towards achieving SLA.
- Manage staff against internal agreed targets.
- Monitor and maintain a high level of customer satisfaction.
- Input and maintain a quality management system.
- Ensure clear and accurate communication is cascaded throughout the team.
- Support Operations Manager to supervise all team quality monitoring so that all agreed targets are met and exceeded.
- Support the growth of the business.
- Minimum 3 years contact centre experience.
- Minimum 5 years experience in a managerial role.
- Excellent coaching, communication and negotiation skills, with the ability to collaborate effectively.
- Skilled in problem solving, team building, planning, organisation and decision making.
- Strong leadership and people management skills.
- Thrive in a fast-paced environment and excels under pressure.
- Flexible, positive and can-do attitude.
- Strong written and verbal communication skills.
- Ability to lead the team through change.
