Customer Service Team Manager

Pertemps; Greater London; Hybrid; GBP 45,000 - 52,000; Full time

Job summary

A well-known brand in London is seeking an enthusiastic Team Manager for their contact centre. The role involves leading a team to achieve business objectives and ensure service excellence. Candidates must have previous team management experience and strong interpersonal and analytical skills. This is a hybrid role offering a salary of £45k plus benefits, focusing on coaching and performance management within a busy and vibrant environment.

Qualifications

• Previous Team Leading / Managerial experience is essential.
• Experience in a call centre environment is essential.
• Strong reporting, operational, and analytic skills.

Responsibilities

• Lead a team to meet business objectives and service targets.
• Review and monitor advisors' work performance against KPIs.
• Manage daily operations of a team of advisors.

Skills

Interpersonal skills

Coaching

Leadership

Communication skills

Problem-solving

Performance management

Client management

Job description

We are working with a well known brand in Central London that are on the lookout for an ambitious Team manager to join their Contact centre.

Hybrid

£45k plus Benefits

We have a vacancy for an enthusiastic and focused Team Manager to join our clients busy, vibrant team. The successful candidate will be motivated, organised, high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous team manager experience, get in touch!

About the role

• Lead a team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
• Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
• Manage a team of advisors daily.
• Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Operations Manager.

Who are we looking for?

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous Team Leading / Managerial experience is essential.
• Reporting, Operational and Analytic skills.
• Previous experience working in a call centre environment is essential.
• Excellent verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Performance management skills and experience.
• Client/customer management skills