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Customer Service Team Manager – Birmingham - £38,000

Oakley Recruitment is working in partnership with a well-established, organisation based in Birmingham. This is an excellent opportunity to join a welcoming and supportive team as a Customer Service Team Manager.


Summary

You will lead, manage and develop a team of Customer Support Advisors within the Call Centre, where you will consistently deliver a high level of customer service throughout the customer journey.

 

Duties & Responsibilities

  • Managing a team of Customer Support Advisors by coaching, supporting and driving performance within strict SLAs to ensure maximum performance is achieved

  • Undertaking 121s with the team

  • Fully understanding our customer’s expectations in order to manage their requirements and adapting your approach appropriate to the situation at hand

  • Acting as an escalation point for customer escalation

  • Ensuring the accuracy of the information and a “right-first-time” approach is achieved within the team

  • Ensuring the team follow policy instructions relating to the handling of information for each customer and taking appropriate action for any non-compliance

  • Creating and maintaining a close working relationship with key stakeholders and attending meetings as necessary

 

Skills and experience

  • Experience in managing a team within a call centre environment

  • Experience in working in a fast-paced, high pressurised environment, ideally within the transport, logistics, automotive, highways or emergency services

  • Ability to problem solve and work to targets

  • Good working knowledge of Microsoft Office and ideally Gmail

  • Able to lead, manage, coach and motivate a team to achieve continual improvement

  • Excellent communication and interpersonal skills

  • Strong organisational skills, ability to prioritise and manage multiple tasks, working to deadlines

  • Builds effective and established working relationships

 

Package and benefits

  • Working either 6.00am – 2.30pm or 12.30pm – 9.00pm – 37.5 hours week

  • 25 days holiday, with option to buy and sell

  • Contributory pension scheme

  • Income protection

  • Death in service benefit

    Employee assistance programme   

 


Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the employment agencies act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process. 

 


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