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Woven
,
Ipswich, Suffolk
Customer Service Manager - Selfridges
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Friendly close-knit team environment Newly refurbished open plan offices Free on-site parking Free tea, coffee & fresh fruit Working in a fun environment with plenty of opportunity for progression Are you an experience Team Leader/Team Manager looking for a new and exciting opportunity? Do you pride yourself on your ability to motivate and manage a team to not only achieve but exceed their goals? Would you like to work somewhere that offers genuine career progression and advancement opportunities, where people are rewarded for their achievements and hard work? If you answered YES, then we would like to hear from you Please also check out why Woven people love to work here at Woven on our Youtube channel: HeyWoven The Role Job Title: Customer Service Manager Job Type: Permanent Location: Ipswich Salary : £25,000 Hours: Sunday - Thursday - Flexible shift patterns between 08:00 -18:00 Reporting into the Operations Manager working within our dedicated contact centre, you will be responsible for the delivery of all client SLAs and customer satisfaction targets. Ensuring these are achieved across all communication channels, Phone, Email and Social Media. You will motivate, develop and inspire a team of 4 Team Leaders and 50 Call centre Agents to ensure the highest levels of customer service are delivered and customer is at the heart of everything they do and to embody our luxury clients company values. About Us Woven is a fast-expanding contact centre with a difference Based out of vibrant offices in Ipswich, with plenty of free on-site parking. We have a brilliant team environment and look after our employees. We always encourage growth from within the business, ensuring plenty of opportunities for those who are keen to progress their careers About You We are looking for someone who has previous with a background in Customer Service Management, preferably from a contact centre environment. You will be passionate about motivating a team to ensure they succeed, all while ensuring the customer experience is at the centre of everything you and the team do. You will have previous coaching experience with the ability to spot potential in people and develop that, to ensure you have the right people in the right place Key Tasks & Responsibilities Ensure that the Contact Centre is staffed according to business need and setting up email dedicated teams where appropriate Lead the daily huddles to ensure the Team Leaders are up to date on the days tasks, performance and any issues or concerns Ensuring that you conduct daily floor walks to stay in touch with the advisors and assist when needed Liaising with Planning and Performance regarding daily rotas to ensure SLA’s can be achieved Complete daily, weekly and monthly MI reporting Covering Team Leaders in their absence Delegate work to Team Leaders to ensure SLA’s are met Conducting monthly 1-2-1’s with Team Leaders and ensuring areas for improvement are identified and feedback Ensure Team Leaders feedback all QA scores effectively to their team Assist with recruitment and inductions where required. Key Attributes Strong communicator, both written and verbal Ability to coach, manage and motivate a team to reach its full potential Strong multitasking a prioritisation skills Benefits Free Tea, Coffee & Fruit Reward Gateway- discounts across major retailers in the UK Eyecare Scheme Company Pension Newly refurbished offices in in Ipswich Close-knit team environment To Apply Please send your CV a.s.a.p. to be considered for this opportunity We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. If you have a disability or any reasonable adjustment that requires accommodation, please contact us.