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- Tasks: Lead a team of 15 agents, ensuring top-notch customer service and problem-solving.
- Company: Join a dynamic contact centre 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 a mix of office and home-based work.
The predicted salary is between 38000 - 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 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 leadership capabilities during interviews.
✨Tip Number 2
Brush up on your knowledge of CRM solutions like SAP or Gem Suite. Being able to discuss 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 team performance and improved metrics like Average Handling Time (AHT). Concrete data and results will showcase your effectiveness as a manager.
✨Tip Number 4
Think about your approach to conflict resolution and customer complaints. Be ready to share specific instances where you've diffused difficult situations, as this is crucial for the role.
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 a contact centre environment. Use specific examples that demonstrate your ability to lead and improve team performance.
Craft a Compelling Cover Letter: In your cover letter, emphasise your passion for customer excellence and your experience with vulnerable customers. Mention how you have successfully managed complex situations and improved team metrics like AHT.
Showcase Relevant Skills: Clearly outline your proficiency in 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.
Prepare for Potential Questions: Think about the types of questions you might be asked during an interview, particularly around conflict resolution and team management. Prepare specific scenarios where you've successfully handled difficult customer interactions.
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.
✨Demonstrate Customer-Centric Thinking
Highlight your experience with vulnerable customers and how you’ve handled difficult interactions. Discuss strategies you've implemented to ensure customer satisfaction and excellence in service.
✨Familiarise Yourself with Company Products
Research the company's products thoroughly. Being knowledgeable will not only help you answer questions confidently but also demonstrate your commitment to becoming a subject matter expert for your future team.
✨Prepare for Data-Driven Discussions
Since the role involves analysing data to improve performance, be ready to discuss how you've used data in previous roles. Bring examples of how you've improved metrics like Average Handling Time (AHT) or managed absence effectively.
