Customer Service Team Manager

Cactus Search; Greater London; Hybrid; GBP 45,000; Full time

Job summary

A well-known brand in Central London is looking for an ambitious Team Manager to lead their contact centre team. The ideal candidate should have previous managerial experience, particularly in a call centre environment, and be focused on meeting business objectives and service goals. Responsibilities include managing team performance, ensuring quality customer service, and maintaining communication with upper management. This position offers a hybrid working model with a salary of £45k plus benefits.

Qualifications

• Experience in team leadership or managerial roles is essential.
• Understanding of reporting, operational, and analytic skills.
• Previous experience in a call centre environment is essential.

Responsibilities

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

Skills

Interpersonal skills

Coaching skills

Leadership skills

Problem-solving skills

Numeracy skills

Verbal communication skills

Written communication skills

Performance management skills

Client/customer management skills

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