Customer Service Team Manager

Cactus Search; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Cactus Search in Central London is recruiting an ambitious Team Manager for a well known brand's contact centre. The role is Hybrid, offering £45k plus benefits and an opportunity to lead a busy, vibrant team focused on delivering excellent service.

You will monitor performance against KPIs, coach advisors, manage daily operations, and communicate issues to the Operations Manager. The ideal candidate has team leadership experience in a call centre, strong numeracy, and excellent written and

Qualifications

• Experience leading teams in a contact centre environment.
• Strong verbal and written communication skills.
• Ability to analyze performance data and drive improvements.

Responsibilities

• Lead a team to meet and exceed targets, quality KPIs and client satisfaction.
• Review advisor performance against KPIs and escalate issues as needed.
• Manage daily operations of the team and ensure timely communication with Operations Manager.
• Provide regular feedback to the team and stakeholders.

Skills

Leadership

Coaching

Interpersonal skills

Analytical skills

Communication skills

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