Customer Service Team Manager

AWD online; Bedford; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading provider of background services in Bedford is seeking a Customer Service Team Manager to lead a high-performing team. This role is pivotal in delivering exceptional service and fostering a culture of collaboration. The ideal candidate will have demonstrated experience in managing customer service teams across multiple channels with a focus on KPIs and SLAs. The position offers a supportive environment with various wellbeing benefits and requires a hybrid workplace arrangement.

Benefits

Holiday Trading

Retail discounts

Life assurance

Medical services

Wellness programmes

Fitness classes

Gym discounts

Qualifications

• Experience leading a high-performing customer service team delivering exceptional service.
• Strong experience in people management and development practices.
• Ability to work on a hybrid basis from the Bedford office.

Responsibilities

• Lead a customer-focused team to deliver outstanding service.
• Coach and develop team members to exceed customer expectations.
• Motivate the team to resolve complex service challenges.

Skills

People management

Customer service excellence

Coaching and development

Performance management

Empathy

Tools

Freshdesk

HubSpot

Zendesk

Job description

JOB OVERVIEW

We have a fantastic new job opportunity for aCustomer Service Team Manager who has previous experience managing and leading a high-performing customer service team, delivering exceptional service.

The company are an award-winning leading provider of CV verification and background screening services using innovative technology and methodology.

Working as the Customer Service Team Manager you will lead and inspire your dedicated Customer Service Team who support candidates through their background screening journey on behalf of your clients so they can make informed long-term rewarding recruitment decisions.

As the Customer Service Team Manager your role is pivotal in ensuring exceptional service standards, leveraging technology for a seamless customer experience, and fostering a culture of excellence and collaboration.

WHY JOIN?

As a successful candidate you will join a company where every team member is valued, which is why the company support your wellbeing fully with a range of benefits to help you thrive both inside and outside of work. Grouped around four priorities – health, time, finances, and community, the company don’t have enough space to list them all, but it does include Holiday Trading, retail discounts, Life assurance, medical services, wellness programmes, fitness classes, gym discounts and much more!

DUTIES

Your duties as the Customer Service Team Manager include :

• Lead a customer-focused team to deliver outstanding service by incorporating feedback to enhance satisfaction and loyalty, leveraging technology to elevate human interactions and ensure a seamless customer experience
• Coach and develop team members to exceed customer expectations and achieve operational goals
• Utilise information to look forward, driving a one team approach to improve service and operations for our clients
• Motivate the team to resolve complex or emotive service challenges with empathy, urgency, and professionalism, always striving for a positive resolution

CANDIDATE REQUIREMENTS

• Demonstrated experience of leading a high-performing customer service team, consistently delivering exceptional service across multiple high-volume customer touchpoints (, phone, chat, email), while effectively managing KPIs and SLAs
• Strong experience in people management and development practices, encompassing coaching, performance reviews focused on growth and development, and fostering team motivation
• Ability to work on a hybrid basis from the Bedford office, with in-office collaboration required

DESIRABLE

• Experience working within the Background Screening, HR, HR Tech, or recruitment services sector
• Familiar with customer service platforms such as Freshdesk, HubSpot, or Zendesk

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF : AWDO-P13518