Customer Service Team Manager
Posted on Aug 1, 2019 by CV-Library
As our newest COR Team Manager you will play a crucial role in leading and motivating a team of resolution/customer experts to succeed. This is a demanding area of our Operational function and requires a strong leader to support and drive behaviours and accountability
The role involves ensuring that your team, along with the Operations department, are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results and Customer driven environment.
The Customer & Owner Relations Team Manager must have proven leadership experience and success in managing people, driving change, have a proven record of accomplishment in improving results alongside delivering outstanding customer service and quality. They must put the customer and owner at the heart of every decision made and have the ability to influence change, drive performance and motivate a team of people
Your responsibility will be to deliver the following areas:
Accountable for Customer & Owner Relations teams. Deliver and monitor department key performance indicators.
Accountable for optimum staffing at all times
Accountable for a fun and dynamic environment
Conduct regular reviews of Specialist Advisor performance and manage under performance
Lead the team to ensure objectives and SLA targets are met/exceeded
Capitalise on all opportunities presented to up-sell.
Work in partnership with the Training Team to ensure excellent levels of customer service are provided by the Customer Service teams at all times.
Identify areas for improved profitability, growth and cost savings - making recommendations to the Call Centre Senior Management team. Be accountable and/or contribute to efficiency projects depending on business needs
Feedback to relevant department on improvements based on staff/customer feedback
Ensure a safe and harmonious working environment
Motivate, mentor, train and support team members
To ensure all team members adhere to FCA regulations
Understand all organisation's products, services, procedures, guidelines.
Ensure that all HR and people management processes are managed in line with Company guidelines
Manage the budgets in unison with Call Centre senior management, with particular focus on compensation.
Ensure that team members work in line with FCA regulationsSkill Requirements
Previous Call Centre management experience
Previous experience in managing Customer Relations teams
Proven track record in driving results
Skilled in negotiation and issue resolution
Change management skills
Proven track record in motivating a team
Excellent time management skills
Ability to recognise problems and areas for improvements
Strong communication skills
Experience in conflict managementSalary £25,000 per annum plus bonus scheme
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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