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For Companies At a Glance
- Tasks: Lead and inspire a team of Customer Service Advisors to exceed service standards.
- Company: Join MTrec Commercial, supporting a market-leading client near Newcastle City Centre.
- Benefits: Enjoy hybrid working, training opportunities, and a friendly team environment.
- Why this job: Be part of an award-winning team that values personal growth and customer excellence.
- Qualifications: Experience in a supervisory role within customer service is essential; multilingual skills are a plus.
- Other info: Immediate response for applicants with the right skills and experience!
The predicted salary is between 36000 - 60000 £ per year.
Company Benefits
- The opportunity to work with an award-winning team who are at the pinnacle of their industry
- Incredibly friendly team working environment
- Training and Development opportunities
- Easily Accessible offices.
- Monday to Friday working hours
- Hybrid working.
The Company Youll Work For
MTrec Commercial are proudly supporting our market leading client, who are seeking to employ an experienced Team Manager. The company are ideally situated just south of Newcastle City Centre, and have excellent links to public transport. If you feel you have the required skills and experience, then please apply for an immediate response!
The Role Youll Be Doing
- Lead and inspire a team of up to 12 Customer Service Advisors, supported by a Team Supervisor, to consistently meet and exceed service standards, KPIs, and SLAs.
- Take a hands-on approach to coaching, delivering regular 1:1s, feedback sessions, and performance reviews that support individual growth and development.
- Monitor quality of contact handling to ensure accuracy, compliance, and excellent customer experience.
- Carry out root cause analysis on quality issues and service failures, identifying trends and using insights to shape targeted training and coaching plans.
- Handle escalated calls and complaints from Team Supervisors and Customer Service Advisors when required, ensuring issues are resolved professionally and in line with company standards.
- Work with Client Delivery Managers to escalate customer or operational issues to clients where appropriate, ensuring timely and effective resolution.
- Work closely with the Forecast and Planning team to allocate work effectively, monitor contact and claim volumes, and take proactive steps to achieve service level agreements.
- Support new team members through effective onboarding, training, and early-stage coaching to ensure a strong start.
- Promote a culture of continuous learning by sharing knowledge, best practices, and encouraging personal ownership of development.
- Use performance data, call monitoring, and feedback to drive improvement and recognise high performance.
- Collaborate with the Customer Services Manager to embed a people-first approach to performance, engagement, and continuous improvement.
The Person
- Proven experience in a Team Leader or Supervisory role within a contact centre or customer service environment.
- Experience working in a multilingual contact centre environment is highly advantageous.
- Strong experience in quality monitoring, feedback delivery, and translating insights into actionable training interventions.
- Demonstrated success in coaching and developing individuals to improve performance and unlock potential.
- Ability to handle complex and escalated customer interactions with professionalism and confidence.
- Strong interpersonal and leadership skills with the ability to motivate and engage a diverse team.
- Confidence using performance metrics and quality assurance tools to guide coaching and continuous improvement.
- Experience working with planning and forecasting teams to support work allocation, volume management, and SLA achievement.
- Excellent communication, stakeholder management, and problem-solving abilities.
- Passion for delivering customer excellence and nurturing a supportive team culture.
- A second language (particularly a key European language such as French, German or Spanish) would be advantageous.
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Team Manager employer: Denise La Grassa
Contact Detail:
Denise La Grassa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Understanding these metrics will help you demonstrate your ability to lead a team effectively and meet company standards during interviews.
✨Tip Number 2
Showcase your coaching and mentoring experience by preparing specific examples of how you've developed team members in previous roles. Highlighting your success in improving performance through targeted training will resonate well with the hiring managers.
✨Tip Number 3
Research the company culture and values, especially their focus on customer excellence and continuous improvement. Be ready to discuss how your personal values align with theirs and how you can contribute to fostering a supportive team environment.
✨Tip Number 4
If you have experience in a multilingual contact centre, be sure to mention it! This could set you apart from other candidates, especially if you speak a key European language. Prepare to discuss how this experience has enhanced your communication and problem-solving skills.
We think you need these skills to ace Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team leadership and customer service. Use specific examples that demonstrate your ability to inspire and develop a team, as well as your success in meeting KPIs and SLAs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer excellence and your approach to coaching and development. Mention any experience you have in multilingual environments and how it can benefit the team.
Highlight Key Skills: Emphasise your strong interpersonal and leadership skills. Provide examples of how you've handled escalated customer interactions and resolved issues professionally, showcasing your problem-solving abilities.
Showcase Continuous Improvement: Discuss your experience with performance metrics and quality assurance tools. Explain how you've used data to drive improvements and recognise high performance within your team.
How to prepare for a job interview at Denise La Grassa
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching methods and how you've helped individuals grow.
✨Understand the Company Culture
Research MTrec Commercial and their client to understand their values and work environment. Be ready to discuss how your personal values align with theirs and how you can contribute to their friendly team atmosphere.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated customer interactions. Think of specific situations where you've resolved conflicts or improved team performance, and be prepared to share these stories.
✨Highlight Your Multilingual Skills
If you speak a second language, especially a key European language, make sure to mention it during the interview. This could set you apart from other candidates and show your potential to engage with a diverse customer base.
