Customer Service Team Manager

Job Description

About The RoleCustomer Service Team ManagerCaerphillyHead Office (CF83 1XH)c.£27,000 depending on experienceFull Time, permanent position Great hours Monday – Friday, between 8am – 6pmNo evening working, no weekend workingContact Centre Team Manager experience Local to the Caerphilly area Come and join our market-leading company!Do you have Team Manager experience, based in a contact centre Is exceptional customer service important to you Are you keen to lead your team to deliver effective, engaging, efficient customer serviceIf you answered “Yes” to the above, come and make a difference with us! This is your chance to join our friendly team at Head Office in Caerphilly. We’re looking for the right Customer Service Team Manager to join us at phs Group – the leading Hygiene Servicesprovider in the UK. Let us tell you why you will love it here…About the role…You will be truly valued here. It’s a friendly working environment – we work together to ensure our customers receive the best level of service every time they contact us. We want an experienced Team Manager with a passion for coaching and mentoring to joinus. The successful candidate will have experience of leading a successful customer service team. We want a great communicator who enjoys achieving results and celebrating success with their team.We need to be effective so your strong leadership and ability to deliver will be vital. At a time when our services are so important your organisational and clear communication skills will help us deliver results for our customers and the business. You’ll bemanaging the daily operations of your contact centre team, supporting the Operations Manager, so you will have responsibility and the chance to make a real difference. There are no sales involved, this is all about excellent customer service!A day in the life of a Customer Service Team Manager at phs Group will involve:

• Motivating, coaching and developing your team to deliver customer excellence on every call.
• Evaluating performance using key metrics such as accuracy, adherence, call waiting times and NPS scores, and finding workable solutions to make positive improvements.
• Supporting the Operations Manager to deliver on business targets and collaborating with colleagues and stakeholders to ensure the customer is at the heart of everything we do.
• Reflecting on past results and feedback gathered to develop and provide logical solutions.
• Monitoring and evaluating calls, providing support, and measured, engaging coaching though one-to-ones with your team.

The ideal candidate for a Customer Service Team Manager at phs Group will have:

• Significant Team Manager experience in a customer-focused and target driven environment.
• Demonstrable experience of leading and developing a successful team.
• Strong organisational and decision-making skills, with the ability to manage change.
• Excellent communication skills, both written and verbal.
• A positive, patient attitude with a passion for delivering successful results and solutions.

In return for your commitment and expertise as a Customer Service Team Manager at phs Group, you will get:

• A good salary of c.£27,000 (based on experience) in a permanent full-time position
• Performance related bonus scheme c.£2,000 per annum
• Great working hours, Monday to Friday 8am – 6pm (36.25 hours a week)
• No weekend or evening working
• 23 days holiday, plus bank holidays (31 days total)
• Holiday buy and sell scheme
• Excellent training opportunities within the business to expand your skills
• We offer accredited ILM training through external and in-house training
• Free Parking on-site so no parking costs
• Amazing savings with phsPerks.com which provides discounts including major supermarkets and retailers
• Other benefits such as company pension, free life assurance, 24-hour wellbeing helpline, enhanced maternity / paternity, and more…

Great hours, great company, and a great role geared around delivering the best customer service. If this sounds like the opportunity you have been looking for, we would love to hear from you. Click Apply now.About phs:phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 60 years of business.Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct and Direct 365 (sale of consumables), phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.