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Customer Service Team Manager

Venus Recruitment Ltd
Job LocationFarnborough
EducationNot Mentioned
Salary£36,200 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We are looking for a Customer Service Team Manager to join an exciting business as it continues to expand its customer base in the US. The role works closely with a team of Supervisors and will be managing and supporting the US Customer Service team indelivering outstanding service.The successful candidate will need to be highly organised and comfortable in a fast-paced environment, working with SLAs and multiple reporting systems.This is a permanent role with a fixed shift pattern Monday to Friday 11.30am-8.00pm, giving you peace of mind that your working pattern won’t change each week. What’s involved:

  • Supporting the Head of Customer Services to deliver outstanding service and meet department SLAs.
  • Overseeing all aspects of the contact centre’s daily operations.
  • Working with the Resource Planning Manager to ensure staffing levels are maintained.
  • Providing leadership, development, and management of Supervisors and Agents.
  • Leading any performance management processes as needed.
  • Team recruitment including detailed evaluation of candidates.
  • Dealing with any escalated complaints within target SLAs.
  • Keeping informed of all product/service updates, communicating these to the team and setting up training as needed.
  • Improving processes and defining new ones, ensuring best practice is adopted.
Who we’re looking for:
  • Supervisory or managerial experience in a customer service environment.
  • Experience acting as an escalation point for complaints, or other complex customer issues.
  • Ability to make decisions independently and a passion for driving performance.
  • Strong problem-solving, organisational, and communication skills.
  • Ability to work under pressure and embrace an environment of constant change.
  • Ability to provide constructive feedback and develop a culture of continuous improvement.
  • Confidence, patience, tact, and diplomacy when dealing with difficult situations.
  • A Customer First approach.
Starting salary is £36,200 with 2 days working from home if desired. Youll be working in a modern, innovative company offering 25 days holiday, your birthday off, long service awards, free hot drinks and fruit, and many more benefits and perks.Apply nowto join this award-winning business that’s committed to supporting and developing amazing careers!

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