Customer Service Team Manager - 40 hours per week, hybrid working - Maternity Cover

CET Structures Limited; Walsall; Hybrid; GBP 31,000; Full time

Job summary

A customer service-focused organization in Walsall is seeking a Team Manager on a 12-month fixed-term contract. The role involves leading and developing a team of Customer Incident Managers to ensure service standards are met. Candidates should have experience in a service or call center, with strong analytical, people management, and coaching skills. This hybrid position typically requires 3 days in the office and 2 days from home, offering a salary of £30,600.

Benefits

25 days paid leave plus bank holidays

Work in a dynamic and supportive environment

Opportunities for professional development

Qualifications

• Ability to analyze information and reach conclusions.
• Excellent decision-making skills, both tactical and operational.
• Ability to manage expectations appropriately.

Responsibilities

• Lead, coach, and develop a team of Customer Incident Managers.
• Run team meetings, set goals, and evaluate performance.
• Ensure compliance with policy and procedures.

Skills

Service/Call Centre experience

Analytical skills

People management skills

Coaching and leadership skills

Multitasking ability

Flexibility

Motivation

Accountability for performance

Collaboration skills

Job description

We are currently recruiting for a newTeam Manager on a 12 month Fixed Term Contract to cover for maternity leave to join our busy Customer Service Network at our Walsall site.

This is a fantastic opportunity to step into a key role within a dynamic and supportive environment.

Working for CET is many things – exciting, challenging, rewarding, occasionally frustrating but its neverdull!. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

Applications are invited from the UK mainland only

Salary: £30,600 (Full time, 40 hours)

Shifts:

• Sunday - Thursdayrotating between 7:00am - 3:30pm and 12:30 - 9:00pm with a 30 minute unpaid lunch each day.

• You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (actual days to be worked in the office to be agreed during the interview)

Holiday Entitlement - 25 days paid leave plus bank holidays each year

All the additional benefits that CET can offer you can be found on our careers page!

About Us

Unlike other Customer Service Networks, we are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers. We operate 24/7 from Monday to Sunday, 365 days of the year. The Customers emergency is our emergency.

We are looking to welcome one new Team Manager, reporting to the Head of Customer Operations to support our existing Nationwide Customer Service Network which comprises a blend of permanently home based roles and hybrid working roles.

Main Purpose of Role:

● To lead, coach and develop a team of Customer Incident Managers to ensure that all metrics across Home Emergency department are met on a daily and weekly basis in order to meet our Service Level Agreement.

● To run team meetings, set goals and evaluate performance

● Recruit and on-board any new team members to the team

● Be a visible leader who manages the mood and culture of their team and therefore contributes to making CET a great place to work

● The team will consist of 12-14 FTE, who will cover core operational hours on a fixed rota basis

● Be a brand ambassador for all our clients, working closely with the client services team.

Ensure that H&S compliance and legal frameworks are always adhered to.

Core Responsibilities:

● Maintain Customer Service standards

● Ensure compliance with policy and procedures to ensure good customer outcomes

● Lead team members to meet or exceed operational service performance targets such as call responsiveness and quality

● Develop an understanding of all customer / client feedback and utilise this intelligence to facilitate an excellent customer experience

● Establish and ensure delivery on all KPI’s in line with client expectations in collaboration with the other Team Managers and the Head of Customer Operations

● Manage and Develop your team

● Ensuring your team members are achieving desired service levels and taking corrective action, as needed.

● Maximise team capability through timely and effective planning, communication and objective setting

● Continually review the learning and development requirements for the team to motivate, engage and develops the team

● Promote a working environment that rewards performance, facilitates teamwork and encourages innovation

● Ensure all relevant communications, employees records and personnel data are updated and recorded

● Coaching your team to develop their understanding and ensure the customer is rescued from their situation. This will include a minimum level of call audits across the month.

● Management of team attendance and rotas too ensure service levels are adhered to.

● Maintaining Operational Standards and Business Performance

● Be the first point of contact for help, support and escalation

● Live management – ensure that calls are handled in an efficient, effective and timely manner in line with business targets and internally produced call centre MI is used as a performance tool.

To proactively and positively support change initiatives across the team/ department

Essential Skills:

To be a brilliant Team Manager you MUST have

● Worked in a Service/Call Centre previously

● Ability to analyse information and reach conclusions

● Able to analyse data taken from our data rich MI environment, which you can then translate into continuous improvement activities

● Decisions making skills both tactical and operational

● To be proactive and make things happen

● Excellent People management skills

● Strong coaching and leadership skills, ability to motivate employees.

● Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

● Ability to mange expectations appropriately with internal and external parties as well as within the team you are managing

● Flexible

● Highly motivated

● Accountable for performance

● Collaborative

At CET, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition and adjustments to our process would help you to perform to your full potential, please let us know