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Customer Service Team Manager

About the Role

About the Role:

I am currently recruiting for an experienced Customer Service Team Manager ideally with an Energy  background to join a rapidly growing, dynamic and forward thinking business based in Bicester area.

Basic Salary: Negotiable (Dependent on Experience) + Excellent Benefits 

Leading a team you’ll play an essential role in delivering a world class customer service experience to our clients customers. You will use your leadership and organisational skills to build, train, support and develop a high performing and motivated team of Customer Service staff.

Reporting into the Senior Operations Leader you will have the following key Responsibilities:

  • Contribute to the development and implementation of the customer services model
  • To actively ensure the processes, objectives and strategy within customer services facilitate growth, increased productivity and cost efficiency.
  • Lead, support and inspire your agents to deliver exceptional customer service, assign key tasks and responsibilities, set objectives, monitor performance and review on a regular basis.
  • Exceptional attention to detail with a high degree of accuracy with an ability to deliver business plans.
  • Developing your team, creating an engaging culture and nurturing talent
  • Works as one team to drive and support the company culture
  • Coach and develop Customer Advisors in exceptional complex customer queries
  • Deliver a service that is customer centric, striving to achieve required Trustpilot status.

Responsible for:

  • Team performance
  • Escalation management
  • Resource Management and daily workload planning
  • One team culture
  • Team KPIs

The successful individual will have experience of heading a team in a Contact Centre operation ideally have either Customer Service Management, Contact Centre Management, Complaints Management or are from an Energy background.

Please contact Kelly Bristow DDI. 01905 330 783

constantly on the hunt for the best candidates