International Team Manager - Contact Centre

Connect Distribution Services Limited ,
Birmingham, West Midlands
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Job Description

Description Position at Connect Distribution Services Limited Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories. With fifty years of experience, We are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Dyson, Whirlpool, Hotpoint, Hoover and Bosch to name a few! We have an exciting opportunity for a Team Manager to join our International team within ever expanding business. As a Team Manager, the role will involve: * Having a full career path with a vibrant, passionate and rapidly growing BS approved Company because you don't have to move on to get on; * Coaching and developing the team to ensure KPI's are met as a minimum and customer experience is first class * Take accountability for calls, emails and live chat queries and complaints within your team * Conduct monthly one to one's with team members and set objectives to improve performance * Reviewing the performance of staff, identifying training needs and planning training sessions * (setting and) meeting performance targets for speed, efficiency, sales and quality * Recording statistics, user rates and the performance levels of your team and preparing reports * Liaising with contact centre manager, operatives and third parties to gather information and resolve issues * Handling escalated and complex customer complaints or queries * Work closely with HR to conduct return to work, disciplinary and investigation meetings * Monitoring calls to improve quality, minimise errors and track advisor performance As a Team Manager within the International team you will need: * Fluency in French or German or Spanish * Highly motivated, confident, resilient and positive attitude * A proven track record of managing Teams * Background in a fast paced customer service environment * Intermediate Microsoft Office Suite skills and good attention to detail; * A passion for coaching and developing team members * Be willing to undergo all training, development and coaching programmes What we offer: * Company car * Free on-site parking * 33 days annual leave (including bank holidays) * Private health insurance * Pension scheme * Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox * Potential to win access to Football tickets for Birmingham City home games * Staff discounts on all products Shift - 42 hours between 8am - 6pm Monday to Friday inclusive of rotational weekends Job Type: Full-time

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