At a Glance
- Tasks: Lead a dynamic customer service team to deliver top-notch support and enhance client experiences.
- Company: Join a forward-thinking company dedicated to exceptional customer service.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Fast-paced role with opportunities for growth and impact.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service management and a passion for helping others.
The predicted salary is between 25000 - 30000 £ per year.
Please note this vacancy may close before the deadline, subject to the volume of applications received. We encourage you to apply as soon as possible.
This role exists to be an integral part of the Customer & Clients Services Team, you are responsible for co-ordinating the work of others to ensure front line support of our customers, clients & stakeholders is delivered to high quality standards, consistently, acting as a conduit between the operations and technology teams to facilitate effective and managed solutions to daily workload requests, queries and challenges that impact the customer experience.
Key Responsibilities- Effectively lead a strong team, supporting them in their day to day activities, driving performance and focusing on embedding a coaching and development structure.
- Seek, create, and deliver opportunities through your team and personally to support excellent performance by improving processes, maximising resource, and efficiencies.
- Taking ownership of customer issues, escalations, or complaints in a professional and timely manner.
- Enhancing customer service experience wherever possible.
- Keeping accurate records and documenting customer service actions.
- Analysing daily dashboard statistics ensuring staff productivity is high, with focus on achieving first time resolution.
- Compiling accurate reports on team activity.
- Controlling workflow to achieve daily department SLA’s.
- Proven work experience in a similar type of role focused on delivering excellent customer service.
- Excellent knowledge of management methods and techniques.
- Experience working closely with clients and customers.
- Experience handling customer issues and complaints professionally and efficiently.
- Strong sense of urgency in a fast-paced environment.
- Prioritising and working to tight deadlines.
- Flexible, reliable, and patient.
- Quick and critical thinker.
- Excellent organisational skills.
- Ability to motivate team members and colleagues.
- Resilient and able to work under pressure.
- Results and targets focused.
- A strong desire to support and develop those around you.
Customer Service Team Manager in Glasgow employer: HarperCollins UK
As a Customer Service Team Manager, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a culture of collaboration and innovation, offering comprehensive training programmes and opportunities for career advancement. Located in a vibrant area, we provide a unique blend of professional fulfilment and a positive work-life balance, making us an exceptional employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HarperCollins UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HarperCollins UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Manager in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HarperCollins UK:Your cover letter is your chance to shine! Tell us why you want to work at HarperCollins UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HarperCollins UK!
How to prepare for a job interview at HarperCollins UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
