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- Tasks: Lead a team of 15 agents, ensuring top-notch customer service and problem-solving.
- 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 supporting vulnerable customers and enhancing team performance.
- Qualifications: Proven people management experience and familiarity with CRM solutions required.
- Other info: Flexible hours with a supportive work culture.
The predicted salary is between 30000 - 42000 £ per year.
This is an exciting opportunity for an experienced contact centre Customer Service 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 Service 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.
- 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 Service Team Manager role based in Watford.
Customer Service 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 Service 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 empathy and problem-solving skills during any discussions.
✨Tip Number 2
Brush up on your knowledge of CRM solutions like SAP or Gem Suite. Being able to speak confidently about how you've used these tools in previous roles can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed a team and improved performance metrics such as Average Handling Time (AHT). Concrete examples will showcase your leadership abilities and your focus on customer excellence.
✨Tip Number 4
Research the company’s products thoroughly. Being knowledgeable about what the company offers will not only help you in the role but also show your commitment and enthusiasm during the interview process.
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing customer service teams, especially in contact centres. Include specific examples of how you've led teams and improved performance metrics like Average Handling Time (AHT).
Craft a Compelling Cover Letter: In your cover letter, emphasise your passion for customer excellence and your ability to handle difficult situations. Mention any relevant experience with vulnerable customers and how you’ve successfully managed similar challenges in the past.
Showcase Relevant Skills: Clearly outline your proficiency with Microsoft Office Applications and any CRM solutions you've used, such as SAP or Gem Suite. Provide examples of how you've used data analysis to enhance team performance.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a managerial role.
How to prepare for a job interview at CCA Recruitment Group
✨Showcase Your Leadership Skills
As a Customer Service Team Manager, your ability to lead and inspire a team is crucial. Be prepared to share specific examples of how you've successfully managed teams in the past, especially in challenging situations. Highlight your experience with vulnerable customers and how you’ve maintained high standards of customer service.
✨Demonstrate Problem-Solving Abilities
The role requires innovative problem-solving skills. During the interview, discuss instances where you've resolved complex issues or diffused tense situations. This will show your potential employer that you can handle the pressures of a contact centre environment effectively.
✨Familiarise Yourself with Company Products
Understanding the company's products is essential for this role. Research the company and its offerings thoroughly before the interview. Being able to speak knowledgeably about their products will demonstrate your commitment and readiness to be a subject matter expert for your team.
✨Prepare for Data-Driven Discussions
Since the role involves analysing data to improve performance, be ready to discuss your experience with CRM solutions and data analysis. Bring examples of how you've used data to enhance team performance or reduce Average Handling Time (AHT) in previous roles.
