Customer Service Team Manager

Job Description

Shifts:Working 36 hours per week, covering 4 days 8am to 7pm (including one day at the weekend).Overall Job Purpose: Deliver service excellence to all Menzies Distribution Ltd (MDL) customers supporting achievement of the Customer Service (CS) Centre and MDL goals through efficient and effective management of your direct reports.Key Responsibilities:People: Manage and motivate a team of Customer Service Advisors (CSA) to provide service excellence to all customers. Provide development and coaching to all staff on a day to day basis to ensure they are able to undertake their duties effectively, efficiently and safely and provide direction where necessary. Conduct 1:1s and performance reviews with direct reports providing feedback and agreeing stretching targets and development plans that support continuous development and improvement. Identify development needs for your team of direct reports, developing plans to address these needs in conjunction with input from the CS Training Manager / CS Trainer Manage team of direct reports in line with the operational action plans supporting customer service strategic aims. Ensure inductions are carried out for all new staff and that all new starts have the relevant telephony log-ins to enable them to perform their duties. Manage absence and lateness in accordance with Company Procedure. Address / highlight issues of conduct and capability in your team of direct reports, escalating to management as appropriate. Lead by example by demonstrating the right attitude & professional conduct at all timesCustomer Service: Effectively manage the flow of inbound & outbound calls and manual processing to deliver service targets. Monitor calls and associated tasks for each of your direct reports regularly to ensure the highest level of quality service is being provided, providing feedback as appropriate. Take responsibility for handling escalated and/or customer complaint calls to conclusion, providing feedback to team members to support development and continuous improvement in service delivered. Ensure a high level of quality in all personal and team performance. Demonstrate an understanding of the newspaper & magazine industry & its associated market.Process: Interpret, analyse and report on real-time and historical contact centre Management Information at individual CSA and team level. Contribute to process reviews to continually improve operational effectiveness and efficiency. Support the CS Centre Management team in the recruitment process of CSAs Provide support to the Deputy Manager as and when required and instructed by the CS Centre Manager. Ensure that all work functions & where appropriate, line management responsibilities are undertaken in accordance with all related Health & safety legislation and relevant codes of practice.Communication: Hold regular and effective team meetings to ensure that direct reports are fully briefed on all issues affecting them and their role. Provide regular performance feedback at team & CSA level to drive continuous improvements. Cascade all relevant information to your team in a timely manner. When appropriate, liaise with departments outside of the CS Centre to relay or gain information relevant to the CS Centre operation e.g. IT Help Desk regarding telephony or pc issues; HR for guidance and support. Represent the CS Centre and Menzies Distribution Ltd in the utmost professional manner. Support, facilitate and embrace a culture of open communication at all levels.