Customer Care Team Leader
Berkshire

About the Role

We are working with a fantastic business who are looking for a "Contact Centre" Customer Care Team Manager.We have a vacancy for an enthusiastic, focused Inbound Team Manager to join our clients busy, vibrant team. The successful candidate will be motivated, organised, high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous sales management experience, get in touch! 

About the role:

• Lead customer care teams to meet and exceed business care objectives, care targets corporate goals including.
• Frequent coaching sessions with care team members, identifying Key strengths and areas for improvement with a view to driving consistent lead conversion growth.
• Continually review and monitor work performance of all Care Agent's against agreed KPI’s, ensuring that calls are handled professionally.
• Implement reward & recognition programs and share best practices across teams and build spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
• Provide strong strategic direction for your teams to ensure you meet your team objectives.
• Induct all new members of staff effectively, delivering key training and embedding new recruits into the clients culture
• Maintain regular communications and feedback, ensuring accurate and timely communication of any campaign issues to Operations Manager.

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous Care Managerial experience is essential.
• Experience in the FS sector would be preffered (Insurance OR Banking)
• Previous experience working in a call centre environment is essential.
• Excellent verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Experience in a B2C Environment 
• Experience in a Regulated environment would be advantageous 
• Performance management skills and experience.