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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