Customer Service Team Manager

Reference Number: J11155
Salary: Competitive
Location: Slough
Contract Type: Permanent

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CUSTOMER SERVICE TEAM MANAGER

PURPOSE:

  • Responsible for managing the employees and their performance in their team
  • Accountable for the day to day management and achievement of SLA’s, with a clear focus on ensuring your team achieve targets and objectives
  • Ensuring that customer needs are met through excellent customer service delivery to provide an effortless customer experience
  • Responsible to maintain a happy, positive working environment where employees are highly motivated and focused to perform to the highest standard by delivering excellent customer service and meet their objectives and targets
  • Working in a fast paced environment with the ability to successfully manage resources, coach your team, and improve quality of customer service and acting as a point of escalation where necessary

MAIN TASKS:

  • Review and manage team workload effectively and fairly. Operating within process and policy guidelines and ensuring legal compliance where necessary
  • Ensure great customer service is delivered in accordance with SLA’s to customer, drivers and colleagues
  • Management of team metrics and reporting. Ensuring this is communicated within the team
  • Manage team performance to ensure high quality customer service and improved efficiency
  • Providing continuous coaching and feedback to improve quality and efficiency performance
  • Developing you and your team’s knowledge by fully understanding all products, services, processes and customer contracts
  • Develop and maintain strong working relationships with all internal stakeholders
  • Developing the trust of the account management team, customers, drivers and colleagues
  • Proactively seek continuous improvement by reviewing processes and identifying more effective ways of working, to improve employee productivity
  • Ensuring your team’s development needs are met and ongoing development is supported and encouraged
  • Address all customer feedback accordingly and effectively resolve escalated complaints and complex issues
  • Assist where necessary with change projects
  • Act as a role model through personal demonstration of people management best practice techniques, values and behaviours
  • Adherence to all company processes and policies, including health and safety ensuing all employees are compliant, ensuring that a safe and healthy working environment is encouraged at all times

REQUIRED KNOWLEDGE & EXPERIENCE:

  • Comprehensive experience in managing people and employee relations issues, with the ability to effectively manage a team of 10 to 12 people
  • Demonstrate integrity and honesty in all business activity. Experience of working in a fast paced target-driven environment
  • Experience of working in a customer service, shared service centre or contact centre environment, understanding how to improve a team to deliver great customer service, with experience of working in a commercial customer facing business to business organisation
  • Comprehensive experience in leading and motivating people individually and within teams
  • Proven ability to influence both internally and externally to the organisation

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To find out more about this vacancy please call 01628 627 222