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- Tasks: Lead and develop a team of customer service agents to achieve top-notch service.
- Company: Join a dynamic company focused on delivering exceptional customer experiences.
- Benefits: Enjoy hybrid work options and competitive salary up to £45,000 per annum.
- Why this job: Be part of a fast-paced environment where your leadership can make a real impact.
- Qualifications: Experience in managing a contact centre team and strong coaching skills required.
- Other info: Opportunity to enhance operational efficiency and drive team engagement.
The predicted salary is between 36000 - 54000 £ per year.
Customer Service Team Manager
Watford- Hybrid
Up to £45,000 per annum
This role leads a team of customer service agents in delivering exceptional service to customers. You\’ll be supporting a large-scale operational shift and helping to embed best-in-class practices across the contact centre.
Key Responsibilities:
- Lead, coach, and develop a team of contact centre agents to consistently achieve KPIs and service-level goals.
- Complete 1 to 1 meetings with agents.
- Monitor real-time adherence to schedules, investigating discrepancies in productivity, attendance, or performance.
- Conduct regular performance reviews and create tailored development plans to support individual growth.
- Manage key people processes including absence management, training, health and safety, and performance improvement.
- Identify and implement opportunities to enhance operational efficiency and customer experience.
- Act as a subject matter expert, resolving complex customer or retail queries and supporting agents with escalations.
Success Measures:
- Strong operational knowledge and the ability to lead by example within a fast-paced contact centre environment.
- Demonstrated ability to coach for performance and foster a positive team culture.
- Capability to analyse performance data and drive improvements in first-contact resolution, and other key metrics.
- Skilled in managing complex or escalated customer issues with professionalism and empathy.
- Proactive in managing and reducing unplanned absence and boosting team engagement.
Skills & Experience Required:
- Proven experience managing or supervising a contact centre or customer service team.
- Strong people management and coaching skills.
- Working knowledge of Microsoft Office and familiarity with CRM platforms (e.g. SAP, GEM Suite, or similar).
- Analytical mindset with the ability to interpret data and apply it to team development and process improvement.
- Experience working in regulated or customer-facing industries is highly desirable.
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Customer Service Team Manager employer: Investigo Limited
Contact Detail:
Investigo Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding best practices and innovative strategies can help you stand out during interviews, showing that you're proactive and knowledgeable about the industry.
✨Tip Number 2
Network with current or former employees of StudySmarter or similar companies. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your ability to lead a team and improve performance metrics. Being able to articulate these stories clearly will help you convey your suitability for the role effectively.
✨Tip Number 4
Research common challenges faced by contact centre managers and think about how you would address them. This preparation will not only help you answer questions more confidently but also show your problem-solving skills and readiness 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 relevant experience in managing customer service teams. Emphasise your leadership skills, coaching abilities, and any specific achievements related to KPIs and performance improvement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your approach to leading a team. Mention specific examples of how you've successfully managed teams in the past and how you can contribute to enhancing operational efficiency.
Highlight Relevant Skills: Clearly outline your skills that match the job description, such as people management, analytical abilities, and familiarity with CRM platforms. Use bullet points for clarity and impact.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in team performance metrics or successful projects you've led. This will demonstrate your capability to drive results in a contact centre environment.
How to prepare for a job interview at Investigo Limited
✨Showcase Your Leadership Skills
As a Customer Service Team Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached team members in the past, focusing on specific outcomes and improvements.
✨Understand the Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you have used data to drive performance improvements and enhance customer experience in previous roles.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding complex customer issues. Think of scenarios where you've resolved escalated complaints and be prepared to explain your thought process and actions.
✨Emphasise Team Culture
Highlight your experience in fostering a positive team culture. Discuss strategies you've implemented to boost engagement and morale within your team, as this is crucial for maintaining high performance in a contact centre environment.
