Customer Service Team Manager

Role: Customer Service Team Manager\\n\\nLocation: Watford (hybrid 3 days office/2 days home after training period)\\n\\nSalary: Up to £38,000 DOE + bonus + benefits\\n\\nHours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm) \\n\\nThis 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.\\n\\nDo you have experience leading a contact centre team who speak to vulnerable customers?\\n\\nDo you strive for customer excellence?\\n\\nDuties of the Customer Service Team Manager:\\n\\nManages/supervises the daily management & acts as an expert in a customer contact related discipline.\\nHas strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.\\nSolves complex problems when they arise whilst being innovative in their approach.\\nUnderstands customers needs & is able to manage/diffuse tense or difficult customer situations.\\nThe ability to make decisions guided by functional support.\\nTo demonstrate success in managing & improving absence within a contact centre\\nReview & improve AHT (Average Handling Time) within your team.\\nShows accountability in managing & closing complaints within Internal timeframes.Skills and experience of the Customer Service Team Manager:\\n\\nProven People Management experience\\nExperience of leading a team within a customer service environment\\nAbility to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite\\nExperience in analysing & using data to support development & performance of Contact Centre AgentsPlease follow the link to apply for this contact centre Customer Service Team Manager role based in Watford