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- Tasks: Lead a team of 15 inbound agents to ensure top-notch customer service.
- Company: Join a dynamic company in Watford focused on customer excellence.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and great perks.
- Why this job: Make a real impact by helping vulnerable customers and improving team performance.
- Qualifications: Proven people management experience and familiarity with CRM solutions required.
- Other info: Work hours are flexible, with shifts from Monday to Saturday.
The predicted salary is between 30000 - 42000 £ per year.
Location: Watford (hybrid 3 days office/2 days home after training period)
Salary: Up to £38,000 DOE + bonus + benefits
Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm)
This is an exciting opportunity for an experienced contact centre Customer Excellence Team Manager to join my Watford based client, leading a team of up to 15 Inbound Agents.
Do you have experience leading a contact centre team who speak to vulnerable customers?
Do you strive for customer excellence?
Duties of the Customer Excellence Team Manager:
- Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
- Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
- Solves complex problems when they arise whilst being innovative in their approach.
- Understands customers' needs & is able to manage/diffuse tense or difficult customer situations.
- The ability to make decisions guided by functional support.
- To demonstrate success in managing & improving absence within a contact centre.
- Review & improve AHT (Average Handling Time) within your team.
- Shows accountability in managing & closing complaints within internal timeframes.
Skills and experience of the Customer Excellence Team Manager:
- Proven People Management experience.
- Experience of leading a team within a customer service environment.
- Ability to use Microsoft Office Applications.
- Knowledge of CRM solutions e.g. SAP/Gem Suite.
- Experience in analysing & using data to support development & performance of Contact Centre Agents.
Please follow the link to apply for this contact centre Customer Excellence Team Manager role based in Watford.
Customer Excellence Team Manager employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Excellence Team Manager
✨Tip Number 1
Familiarise yourself with the specific challenges faced by contact centre teams, especially when dealing with vulnerable customers. Understanding these nuances will help you demonstrate your expertise during interviews.
✨Tip Number 2
Highlight your experience in managing and improving team performance metrics, such as Average Handling Time (AHT). Be prepared to discuss specific strategies you've implemented in previous roles that led to measurable improvements.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of complex customer issues you've resolved in the past. This will illustrate your ability to think on your feet and manage difficult situations effectively.
✨Tip Number 4
Research the company’s products and services thoroughly. Being knowledgeable about what they offer will position you as a subject matter expert and demonstrate your commitment to customer excellence.
We think you need these skills to ace Customer Excellence Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing contact centre teams, especially with vulnerable customers. Use specific examples that demonstrate your leadership skills and ability to improve team performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer excellence and detail how your previous experiences align with the responsibilities of the Customer Excellence Team Manager role. Mention your problem-solving skills and ability to handle difficult situations.
Highlight Relevant Skills: Emphasise your proficiency in Microsoft Office Applications and any CRM solutions you have used, such as SAP or Gem Suite. Provide examples of how you've used data analysis to enhance team performance.
Showcase Achievements: Include quantifiable achievements in your application, such as improvements in Average Handling Time (AHT) or successful management of complaints. This will help demonstrate your effectiveness as a leader in a customer service environment.
How to prepare for a job interview at CCA Recruitment Group
✨Showcase Your Leadership Skills
As a Customer Excellence Team Manager, you'll be leading a team of agents. Be prepared to discuss your previous leadership experiences, focusing on how you've motivated and developed your team in the past.
✨Demonstrate Problem-Solving Abilities
Expect questions about how you've handled complex customer issues. Share specific examples that highlight your innovative approach to problem-solving and your ability to remain calm under pressure.
✨Understand Customer Needs
Since the role involves dealing with vulnerable customers, be ready to talk about your experience in managing difficult situations. Illustrate your empathy and understanding of customer needs with real-life scenarios.
✨Familiarise Yourself with Relevant Tools
Knowledge of CRM solutions like SAP or Gem Suite is essential. Brush up on these tools and be prepared to discuss how you've used data analysis to improve team performance and customer satisfaction.
