At a Glance
- Tasks: Lead a team of Customer Service Advisors to deliver exceptional service and exceed targets.
- Company: Join a dynamic company in Glasgow focused on enhancing customer experiences.
- Benefits: Enjoy a competitive salary, free parking, and opportunities for personal development.
- Other info: Office-based role with Monday to Friday working hours.
- Why this job: Be part of a culture that values empowerment, growth, and world-class service.
- Qualifications: Experience in customer service management and strong leadership skills required.
The predicted salary is between 23600 - 32300 £ per year.
Salary £31,295.68
OTE £36,000.00
Working Hours: Monday - Friday 08:00-16:30 or #removed# - Office Based
Free on site parking
What will I be doing?
- Day-to-day, end-to-end management of a Customer Service Advisor Team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
- Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
- Responsible for Quality Assurance of team outputs.
- Management and implementation of strategic business changes and performance of the team.
- Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
- Being an advocating for McQueen's Dairies, feeding back on processes and policies, helping to identify opportunities for improvement.
- Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
- Serving as an escalation point for customer queries where needed.
- Planning in monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
- Providing return to work meetings & conducting informal & formal Investigations where needed.
- You will be required to produce analytics for department meetings and demonstrate adherence to all KPIs.
- Support team members with their personal development by arranging training and assist with the onboarding of new members of the team.
- Motivating and your team to deliver results.
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Customer Service - Team Manager in Glasgow employer: McQueens Dairies
McQueen's Dairies is an excellent employer, offering a supportive and family-oriented work culture in East Kilbride. With competitive pay, comprehensive benefits including a pension scheme, staff discounts, and career development opportunities, employees are encouraged to grow within the company while enjoying a stable and rewarding work environment. Join us to be part of a dedicated team that values your contributions and fosters a sense of community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service - Team Manager in Glasgow
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding current best practices and technologies can help you stand out as a candidate who is proactive and knowledgeable.
✨Tip Number 2
Network with professionals in the customer service industry, especially those in managerial roles. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams in the past. Highlighting your experience with coaching, feedback, and performance management will demonstrate your capability for this role.
✨Tip Number 4
Research StudySmarter's values and culture. Tailoring your approach to align with our mission can show that you're not just looking for any job, but that you're genuinely interested in contributing to our team.
We think you need these skills to ace Customer Service - Team Manager in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and team management. Use specific examples that demonstrate your ability to coach, motivate, and manage a team effectively.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer service and your leadership style. Mention how you can create a culture of world-class service and provide examples of past successes in similar roles.
Highlight Key Skills:Focus on skills that are crucial for the role, such as communication, problem-solving, and analytical abilities. Make sure to mention your experience with KPIs and quality assurance processes.
Showcase Collaboration Experience:Since the role involves working with various teams, include examples of how you've successfully collaborated with other departments in previous positions to enhance customer experience and operations.
How to prepare for a job interview at McQueens Dairies
✨Showcase Your Leadership Skills
As a Team Manager, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, feedback, and motivating team members to exceed KPIs.
✨Understand Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you have used analytics to improve team performance and customer satisfaction in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential customer issues and how you would handle them, especially in terms of escalation and resolution.
✨Emphasise Collaboration Skills
Highlight your ability to work collaboratively with other departments, such as Marketing and Retention. Share specific examples of how you've improved processes or customer experiences through teamwork.
