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Customer Care Team Manager


Posted on Nov 25, 2021 by CV-Library

Greater London, United Kingdom
Customer Service
Immediate Start
£30k - £30k Annual
Customer Care Team Manager - up to £30,000 per Annam

We have an exciting opportunity with our award-winning Client based in Romford who are expanding their Contact Centre.

This is a fantastic opportunity to join an employer with ambitious growth plans, who will continually encourage you to further develop your skill set.

The role will be working remotely initially, and you will be supplied with a laptop and headset.

Role Overview

You will be responsible for managing and leading a team of Customer Care Consultants. You will strive to develop a centre of excellence, building robust processes and procedures taking into consideration customer, consultant, and business requirements.

You will share customer sentiment, challenges, and feedback to the rest of the business to encourage enhancements to the customer experience.

You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company's Mission, Vision and Values.

You will need to be familiar with all Client and Business Partner service level agreements and support the business in achieving these.

Key Responsibilities

To manage, develop and lead a team focused on delivering "best in Industry customer service
To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trust pilot, Live Chat, CSats, MI and Complaints as well as Operational MI
To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service
To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills
To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice
To manage customer complaints within our predefined process and procedures adhering to our regulatory time frames
To liaise with planning manager to ensure adequate resourcing in place to meet service levels and offline activities
To act with integrity, due care, skill, and diligence
To be open and honest with our regulatory body
To pay due regard to the interest of customers and treat them fairly
To observe proper standards of market conduct
To ensure the team receives regular training and updates so they comply with all our regulatory and Client requirements and internal procedures
To adhere to all internal people management processes and procedures such as 1:1s, appraisals, absence management Ideal Candidate

Strong leadership, coaching and people development focus
Strong interpersonal skills - able to communicate and contribute effectively with a team, with peers and managers
Strong measurement focus
Able to prioritise workload to meet challenging deadlines and ability to multi-task
Complete and thorough understanding of end-to-end customer service processesExperience

Working within a regulated environment - Preferred
Complaint's administration and management - Preferred
Live Chat management - PreferredSkills & Qualifications

Full Microsoft Office - Preferred
IF1 - PreferredSalary

Paying up to 30,000 per Annam Benefits

Life Assurance x 4 salary,
Company paid Health Cash plan,
Employee Assistance programme
Employer pension contribution of 3%
Holidays 24 per year going up to 30 with long service
Perk box
Long service awards
Cycle2work scheme Hours

Working 37.5 Hours per week across various shifts
Monday - Friday 9am - 8pm, Saturday 9am - 5.30pm, Sunday 10am - 5pm

Please call (phone number removed) or email your CV to (url removed) or (url removed)

Adverts and services provided in accordance with the CONDUCT OF EMPLOYMENT AGENCIES AND EMPLOYMENT BUSINESSES REGULATIONS 2003

Reference: 215248640

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