Customer Services Team Manager

Platform Housing Group; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

28 days annual leave pro rata

Family friendly policies

Medicash health plan

Health & Wellbeing plans with cashback

Reward & Recognition scheme

Pension Salary Sacrifice up to 12%

Learning and development opportunities

Job summary

Platform Housing Group is seeking a Customer Service Team Manager to lead a remote-based team of Customer Service Advisors, delivering first-class service and driving KPI performance.

You will coach and develop team members, monitor performance, and collaborate with the Resource and Training Support Officer to address training needs. Occasional travel to Birmingham Business Park may be required.

Qualifications

• Leadership experience in a contact centre environment.
• Experience developing and motivating a flexible workforce to cope with fluctuating demands.
• Experience in performance coaching through 1-2-1s and development plans.
• Awareness of how team performance supports overall KPI improvement.

Responsibilities

• Manage, monitor and motivate a team of Customer Service Advisors who are the first point of contact for enquiries by phone and digital services.
• Provide professional, efficient, first-class customer service and demonstrate effective leadership and performance management of the team.
• Develop and coach team members to improve performance and delivery of service; work with the Resource and Training Support Officer on training needs.
• Occasionally travel to the Birmingham Business Park office; oversee workload to cope with fluctuating service demands.

Job description

Are you experienced in the investigation of customer complaints and are passionate about making a real difference? We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team., We are currently seeking a Customer Service Team Manager to join our team in the Hub. You will be managing, monitoring and motivating a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services.

You will also need to provide a professional and efficient, first-class customer service always as well as demonstrate effective leadership and performance management of the team. You will develop and coach team members to improve performance and delivery of service, working with the Resource and Training Support Officer where further training needs have been identified.

This is a home-based role however you will occasionally be required to travel to our Birmingham Business Park office.

We are ideally looking for someone with leadership experience in a contact centre environment.

• You will have experience in developing and motivating a flexible workforce to cope with fluctuating demands in service requirements.
• The ability to problem solve and find solutions to problems will be key for Team Managers and this role will be well suited to someone who is able to take ownership of tasks.
• Experience of performance coaching through 1-2-1s and development plans.
• Effective team leadership skills and have an awareness of how each team and individual's performance supports the overall performance to drive improvement of KPI's

Why join us?

• 28 days annual leave (pro rata) with the opportunity to buy and sell leave
• Family friendly policies
• Medicash health plan membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
• Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies
• Reward & Recognition scheme with retailer discounts and cash back
• Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
• Supportive working environment with great learning and development opportunities