Customer Service Manager: Team Leader & Quality Champion

Julie Rose Recruitment Limited; England; On-site; GBP 40,000 - 55,000; Full time

Job summary

Julie Rose Recruitment Limited is seeking an experienced Customer Service Manager to lead a multi skilled team of agents, driving service levels and quality across the contact centre. You will recruit, train, coach and develop staff while delivering robust performance reporting to senior management.

The ideal candidate demonstrates strong people leadership, excellent communication at all levels, and the ability to prioritise to meet deadlines.

Qualifications

• Proven leadership experience managing a multi-skilled team.
• Experience in recruiting, training and developing staff.
• Strong organisational and prioritisation skills to meet deadlines.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, coach and develop a team of customer service agents.
• Regularly assess performance and identify training needs and development plans.
• Set and review progress against objectives and service level standards.
• Review and maintain quality controls and procedures for continuous improvement.
• Manage escalated calls and quality reviews within approved processes.

Skills

Team leadership

Coaching & development

Communication skills

Organisational skills

Job description

Julie Rose Recruitment Limited is seeking an experienced Customer Service Manager to lead a multi skilled team of agents, driving service levels and quality across the contact centre. You will recruit, train, coach and develop staff while delivering robust performance reporting to senior management.

The ideal candidate demonstrates strong people leadership, excellent communication at all levels, and the ability to prioritise to meet deadlines.