Customer Service Team Manager

CCR Recruitment & Selection ,
Southampton, Hampshire
More Details
Job Type: Full-time
Salary: £28,000 per annum

Overview

Customer Service Team Manager Salary: Up to £35,000 depending on experience Shift patterns will need to be worked Role Purpose To provide line management for the Customer Services Team, which consists of Support Services, Customer Relations & Consumer Sales. Maintain an efficient and effective customer services department. The Customer Services team is the key contact point for customers including complaint management. The team members will be expected to deliver excellent customer service and maintain knowledge of the business. The Customer Service Team Leader will ensure that the customer journey is at the forefront of all interactions with an outcome based approach, being a point of escalation and ensuring first stage resolution wherever possible. Engaging with key stakeholder’s business wide. The Customer Services team are pivotal in the delivery of the monitoring business and provide a core administrative support function. The jobholder will be expected to assess, manage and deploy resource as business needs dictate and in line with growth expectations. There will be interaction with employees within Management, Telecare, Out of Hours, SLS installations & supply only as well as the contract management and financial functions. The Customer Services Team Leader will ensure delivery of first class customer service by enabling the team to answer calls promptly and effectively, managing KPIs and targets. Main Responsibilities and Activities Line management of the Customer Services Team which consists of Support Services, Customer Relations and Consumer Sales. Manage holiday requests in line with the business requirements. Conduct monthly one to one’s with team members and bi annual PDRs. Ensure realistic and measurable service and quality KPI’s are in place and being met by team members, ensuring they understand & meet individual and team targets. Drive team performance and positive behaviours Ensure key business drivers are fully integrated into the service delivery, ensuring robust service management on a day to day basis Training for the Customer Services team on new business or process changes, working with the wider business to ensure consistent messaging. Essential - Minimum Criteria Must have experience in a Customer facing operation and be Customer focused with strong empathy skills. Has managed and lead teams in a customer service environment. Ability to grasp technical information, especially when investigating customer issues or managing product sales. Strong team management skills - proven track record in managing a successful target driven team. Experience of coaching, mentoring and developing new and less experienced employees. Proven experience of monitoring performance and developing and implementing service improvement projects. Proven motivational leader engaging employees to achieve high levels of performance. Face to face or telephone based experience in a Customer Service role is essential. Proven track record in coordinating business services / requirements and communicating at B2B and B2C level and an understanding of good business practice is essential. Highly proficient in written and verbal communication, including customer complaint management. Database skills, including interrogation & reporting tools. The ability to produce spreadsheets utilising Excel functionality such as pivot tables & charts. Customer Complaints Handling - F2F, telephone & written

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