Service Team Manager / Coach - 12 month FTC
Hertford

About the Role

** This is a 12 month Fixed Term Contract **

This is a fantastic opportunity for a highly experienced Customer Service Team Manager / Coach to join a highly dynamic, growing organisation. The business are looking for motivational, people focused, individuals to help maintain their reputation for providing first class customer service.

The role: As a Customer Service Team Manager / Coach, you will be responsible for a team of Customer Service Advisors ensuring that you are helping them to provide world class service to customers through training, coaching and leading by example.

Key Responsibilities:

  • Manage your team to handle all customer queries in a professional, courteous manner ensuring all customers are provided with the best level of service
  • Mentor and coach Customer Service Advisors to deliver against business objectives and individual goals
  • Carry out regular performance reviews and 121s
  • Engage, train, support and develop a team to enhance business, customer and individual performance
  • Monitor and manage team performance and identify areas for improvement
  • Manage escalated cases through to completion, ensuring you demonstrate professional, efficient and polite interactions with the customer
  • Motivate individuals within the team in order to generate a vibrant, positive, team orientated culture which is focused on delivering outstanding customer service


Required Skills and Experience:

  • Previous experience of coaching a team within a Call Centre environment
  • Experience of leading a complex Contact Centre team
  • Excellent communication skills and the ability to motivate and support advisors to achieve their full potential
  • Confidence, drive and an outgoing personality
  • The ability to multi-task and think on your feet
  • A real passion for customer service excellence

Please note this role is a 12 month FTC starting January however this could be negotiable 

express interest



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