Role: Customer Service Team Manager
Location: Watford (hybrid 3 days office/2 days home after training period)
Salary: Up to £38,000 DOE + bonus + benefits
Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm)
This is an exciting opportunity for an experienced contact centre Customer Service Team Manager to join my Watford based client. Leading a team of up to 15 Inbound Agents.
Do you have experience leading a contact centre team who speak to vulnerable customers?
Do you strive for customer excellence?
Duties of the Customer Service Team Manager:
- Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
- Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
- Solves complex problems when they arise whilst being innovative in their approach.
- Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
- The ability to make decisions guided by functional support.
- To demonstrate success in managing & improving absence within a contact centre
- Review & improve AHT (Average Handling Time) within your team.
- Shows accountability in managing & closing complaints within Internal timeframes.
Skills and experience of the Customer Service Team Manager:
- Proven People Management experience
- Experience of leading a team within a customer service environment
- Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
- Experience in analysing & using data to support development & performance of Contact Centre Agents
Please follow the link to apply for this contact centre Customer Service Team Manager role based in Watford.