Do you have previous experience of managing teams within a fast-paced contact centre environment?  Would you like to work for one of the world’s most successful businesses? Are you available to start an initial fixed term contract ASAP?  We are pleased to be working with a global, market leading and award-winning company to recruit a Contact Centre Team Manager for their newly created operation in Reading, initially on a fixed term contract until the end of 2021. 

The Customer Service Team Manager’s role is to develop and manage a group of 10-12 customer service agents and drive the achievement of targets for all service levels, customer satisfaction and, where appropriate, revenue generation. You will ensure the smooth running of a team at the same time ensure good co-operation with other teams within the Customer Service group as well as within the company.

Although the role will initially involve remote working, there will be a need for you to spend time at the Reading site every week in the longer term so we are looking for candidates within a reasonable commute of the area.

Role overview:

• Lead a team of 10-12 customer service agents on a weekly basis
• Drive opportunities to improve business processes
• Ensure the team workload is equally distributed and managed
• Re-prioritise Advisor’s work to achieve the department/ Team service levels
• Handle escalated customer calls in a professional manner to reinstall the customer's faith in services and avoid further escalation
• Ensure customer satisfaction is delivered by driving internal communication on issues relating to Customer Services
• Liaise with internal customers on issues relating to Customer Services.
• Ensure adherence to all current HR policies and procedures
• Ensure that an effective local Quality Management System is in place which supports the requirements of ISO9001: 2000
• Manage a team of customer service agents to achieve and maintain agreed service level targets by anticipating the workload volumes and ensuring adequate numbers of trained and qualified staff are available to handle that workload
• Develop, lead, motivate and coach all members of the team to ensure maximum performance
• Provide the necessary training and motivation to develop a team capable of delivering exceptional service
• Set SMART individual objectives for all of their team and provide regular evaluation and feedback on performances to ensure that optimal service level is achieved
• Support the recruitment of all staff according to agreed standards to ensure that staffing levels and customer service quality remain at a superior level

Candidate requirements:

• Experience of working within a call centre environment
• Strong management experience and ability to lead a team effectively
• Strong inter-personal and customer contact skills
• Proven people skills
• Strong understanding of Customer Service principles
• Results orientated

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