Customer Service Shift Manager

Procook Ltd; Gloucester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Gloucester is looking for a motivated Customer Service Shift Manager to lead a team of Customer Service Advisors. This role involves training, guiding, and monitoring performance to ensure exceptional service across various channels. Join a supportive team where you can make a significant impact while enjoying competitive pay and numerous benefits.

Benefits

Subsidised meals

Free parking

Gym facilities

Employee discounts

Paid volunteering days

Qualifications

• Experience in customer service with supervisory or management experience preferred.
• Ability to handle difficult situations calmly.

Responsibilities

• Manage a team of Customer Service Advisors during your shift.
• Monitor team performance and meet KPIs.
• Handle escalated inquiries and resolve issues effectively.

Skills

Leadership

Communication

Customer-centric mindset

Education

Supervisory or management experience

Tools

CRM systems

Job description

Exciting Opportunity as a Customer Service Shift Manager at ProCook!

Are you a motivated leader with a passion for delivering exceptional customer service? ProCook is seeking a Customer Service Shift Manager to join our team and help drive performance while maintaining high standards of customer care.

Your Role:

Manage a team of Customer Service Advisors during your shift, ensuring they deliver outstanding service across channels like phone, email, and chat.

Your Responsibilities:

• Train, guide, and motivate your team to exceed customer expectations.
• Monitor team performance and meet KPIs.
• Handle escalated inquiries and resolve issues effectively.
• Plan and allocate tasks efficiently.
• Conduct daily briefings and foster a positive team environment.
• Collaborate with management to improve processes.

Qualifications and Skills:

• Experience in customer service, with supervisory or management experience preferred.
• Strong leadership and communication skills.
• Ability to handle difficult situations calmly.
• Proficient with CRM systems and computer literacy.
• Flexible to work shifts including evenings and weekends.
• Customer-centric mindset.

Why Join ProCook?

Enjoy competitive pay, personal development opportunities, and a supportive team environment. Benefits include subsidised meals, free parking, gym facilities, employee discounts, paid volunteering days, and more.

We value diversity and inclusion and welcome applications from all abilities. Let us know if you require reasonable adjustments for the application process.

Our Sustainability Commitment:

As a certified B Corporation, ProCook focuses on reducing waste and ethical practices, contributing positively to the planet.