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A premium online brand based in Nuneaton, Warwickshire is looking for a Customer Service Team Manager to start as soon as possible. The position is 35 hours per week, 9am-5pm or 9.30am-5.30pm. As they are a 7 day a week operation there will be some remote weekend work. Previous experience in a management/team leader role is essential and if you have worked in a call centre retail environment this would be very beneficial!
Key responsibilities:
- Undertake compulsory training and refreshers as required
- Offer day-to-day guidance, coaching and support to the team including holding 1:1's
- Monthly payroll submission
- Support agents with sales queries, orders and orders amendments
- Full knowledge of systems and processes, including delivery failures, returns, exchanges and repairs
- Own and manage escalations including taking over difficult calls
- Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
- Mange the day to day planning of CX, i.e. headcount, breaks, task allocation
- Carry out floor walks throughout the day to offer support and advice to agents
- Monitor and collate information on common trends, e.g. product quality issues and raise these with the Call Centre Manager
- Monitor volumes and take action where necessary
- Work with your team to ensure all customer enquiries are resolved within SLA
Skills & Experience
- Previous experience at management/team leader level within customer service
- Excellent communication and listening skills
- The ability to work independently and show initiative
- Excellent attention to detail
- Resilience
- A patient and calm approach with the ability to de-escalate complaints
- Target-driven with the ability to multitask
- A problem solver, able to read and understand a situation quickly to pick up escalations
- Previous experience of coaching behaviours
- Proven people management skills with the ability to manage different personalities.
Benefits include:
- 25 days holiday increasing by 1 day each year for 3 years, plus 8 bank holidays.
- Enhanced family leave policy
- Staff and friends and family discount scheme
- Healthcare cash plan
- EAP programme
- Shopping discounts
- Half a day for Christmas shopping
- Life Assurance - 4 times annual salary
We are short-listing this week so please apply today!
