Customer Service Team Manager

About the Role

We are looking to recruit an experienced Customer Service Team Manager to join a growing operation. The successful candidate will support the Contact Centre Manager to embed new initiatives and improve operational performance whilst building relationships internally and externally. The ideal candidate will have a strong background in change management and continuous improvement.

  • Lead and develop team performance, create a ‘get it right first time’ mentality, and foster ownership and accountability to meet KPIs/SLAs
  • Continuous improvement across all Contact Centre teams, to ensure consistent execution of the business strategy
  • Identify skills gaps, and support and train Helpline Team members so they can carry out their role effectively
  • Manage key escalation points where necessary
  • Coaching and developing

Required Skills and Experience:

  • Experience of managing a team within a customer centric contact centre
  • Fanatical about customers and obsessed with growth 
  • Bold, brave and executes with pace
  • Champions values of passion, truth, warmth and courage 
  • Ability to influence and engage at all levels with excellent communication skills

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