Team Manager
Shropshire

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 people management background and experience of working within a regulated environment.

  • Lead and develop team performance (via 1x Team Leader), create a ‘get it right first time’ mentality, and foster ownership and accountability to meet KPIs/SLAs
  • Continuous improvement across your department, to ensure consistent execution of the business strategy
  • Identify skills gaps, and support and train 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 
  • Experience of managing team leaders/supervisor level
  • Experience of working within a regulated environment - desirable
  • Fanatical about customers and obsessed with growth 
  • Bold, brave and executes with pace
  • Ability to influence and engage at all levels with excellent communication skills 

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