Think Specialist Recruitment is pleased to be working with a market-leading company to recruit a Customer Service Team Manager for one of their teams in Watford.  Responsible for a team of 10-15 staff, the role is focused on ensuring the departments provides a consistent delivery of high levels of customer service.  Operating within a niche sector and based out of fantastic offices, our client is looking for candidates with customer service management/team leader experience.

Overview of role:

• Strive to improve team and operations performance
• Maintain and develop a process library and documented procedures database
• Provide accurate forecast, annual and longer range operational plans
• Use insight into customer behaviour and lever operational efficiency to achieve KPIs
• Ensure that high levels of service are experienced by customers
• Manage the continual introduction of technology to automate administration, data handling and create more time for customer focus
• Create and analyse daily/weekly/monthly reports and share them with various stakeholders
• Lead, motivate, and build a high performing, effectively working Customer Service Team by coaching and mentoring the agents on a regular basis, and lead performance conversations at least once per quarter
• Manage team members through change
• Proactively define and continuously look for opportunities to improve team working processes, setup and performance
• Work with Quality Team to ensure the agents have the development and support needed to perform in their role.
• Develop relationship with local and European stakeholders
• Final line of escalation for internal and external customers
• Carry out quality monitoring to cover a defined sample of contacts and advisors
• Maintain quality monitoring and reporting
• Use the quality data and learnings on individual performance to prepare and deliver regular one-to-one coaching with staff

Candidate requirements:

• Previous team manager/team leader experience within a customer service or contact centre environment is essential
• Experience in leading, motivating and developing teams
• Show understanding of customer needs
• Capability to work in a dynamic, intercultural and international company
• Service and result-oriented
• Strong business acumen
• Fantastic communication skills

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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