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Customer Service Team Manager
Job Posted: 3 days ago
Salary: £ 32,000 - 32,000 / Annum
Job Type: Permanent
Location: CV11, Attleborough, Warwickshire
Expire in: 25 days
Job Description
A premium online brand based in Nuneaton, Warwickshire is looking for a Customer Service Team Manager to start as soon as possible. The position is 35 hours per week, 9am-5pm or 9.30am-5.30pm. As they are a 7 day a week operation there will be some remote weekend work. Previous experience in a management/team leader role is essential and if you have worked in a call centre retail environment this would be very beneficial!
Key responsibilities:
* Undertake compulsory training and refreshers as required
* Offer day-to-day guidance, coaching and support to the team including holding 1:1's
* Monthly payroll submission
* Support agents with sales queries, orders and orders amendments
* Full knowledge of systems and processes, including delivery failures, returns, exchanges and repairs
* Own and manage escalations including taking over difficult calls
* Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
* Mange the day to day planning of CX, i.e. headcount, breaks, task allocation
* Carry out floor walks throughout the day to offer support and advice to agents
* Monitor and collate information on common trends, e.g. product quality issues and raise these with the Call Centre Manager
* Monitor volumes and take action where necessary
* Work with your team to ensure all customer enquiries are resolved within SLA
Skills & Experience
* Previous experience at management/team leader level within customer service
* Excellent communication and listening skills
* The ability to work independently and show initiative
* Excellent attention to detail
* Resilience
* A patient and calm approach with the ability to de-escalate complaints
* Target-driven with the ability to multitask
* A problem solver, able to read and understand a situation quickly to pick up escalations
* Previous experience of coaching behaviours
* Proven people management skills with the ability to manage different personalities.
Benefits include:
* 25 days holiday increasing by 1 day each year for 3 years, plus 8 bank holidays.
* Enhanced family leave policy
* Staff and friends and family discount scheme
* Healthcare cash plan
* EAP programme
* Shopping discounts
* Half a day for Christmas shopping
* Life Assurance - 4 times annual salary
We are short-listing this week so please apply todayBefore You Apply
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Looking for your next career move? Join a top company hiring Customer Service Team Manager job near me in CV11, Attleborough, Warwickshire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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