Customer Services Team Manager

Description:

We are currently seeking a Customer Service Team Manager to join our team in the Hub.  You will be managing, monitoring and motivating a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services.

You will also need to provide a professional and efficient, first-class customer service always as well as demonstrate effective leadership and performance management of the team. You will develop and coach team members to improve performance and delivery of service, working with the Resource and Training Support Officer where further training needs have been identified.

This is a home-based role however you will occasionally be required to travel to our Birmingham Business Park office.

What We Are Looking For From You
 

• We are ideally looking for someone with leadership experience in a contact centre environment.
• You will have experience in developing and motivating a flexible workforce to cope with fluctuating demands in service requirements.
• The ability to problem solve and find solutions to problems will be key for Team Managers and this role will be well suited to someone who is able to take ownership of tasks.
• Experience of performance coaching through 1-2-1s and development plans.
• Effective team leadership skills and have an awareness of how each team and individual's performance supports the overall performance to drive improvement of KPI's