Omnia are looking to recruit a Customer Service Manager to lead, motivate and develop a team of customer service advisors to deliver excellent customer service while achieving agreed performance, quality and operational targets. Key Responsibilities · Lead and manage a team of customer service advisors on a day-to-day basis. · Set clear performance expectations and ensure team members meet agreed KPIs and service standards. · Monitor individual and team performance, including call quality, productivity, attendance, customer satisfaction and service levels. · Provide regular coaching, feedback and support to improve employee performance. · Conduct one-to-ones, performance reviews and return-to-work meetings where required. · Identify training and development needs and work with management to address skills gaps. · Support the recruitment, induction and training of new team members. · Manage escalated customer complaints and resolve issues professionally and efficiently. · Ensure all customer interactions comply with company policies, procedures and regulatory requirements. · Produce and review performance reports, identifying trends and taking appropriate corrective action. · Allocate workloads and ensure adequate team coverage throughout the day. · Work closely with other departments to resolve operational and customer issues. · Communicate business updates, process changes and company objectives to the team. · Promote a positive, inclusive and customer-focused working environment. Essential Skills and Experience · Previous experience in a customer service environment. · Previous supervisory or team leadership experience. · Strong communication and interpersonal skills. · Ability to motivate, coach and develop employees. · Experience working with performance targets and KPIs. · Strong problem-solving and decision-making skills. · Ability to handle difficult customers and complex escalations. · Good organisational and time-management skills. · Ability to work effectively under pressure in a fast-paced environment. · Good IT and administrative skills, including experience with CRM/contact-centre systems. Personal Attributes The ideal candidate will be: · A confident leader who can motivate and inspire others · Customer-focused with a strong commitment to service excellence · Approachable and supportive while maintaining appropriate management standards · Results-driven and comfortable working towards challenging targets · Calm under pressure and able to manage difficult situations · Fair and consistent when managing people and performance · Proactive with a continuous-improvement mindset · Professional and organised with strong attention to detail TPBN1_UKTJ
Customer Service Manager employer: Omnia Outsourcing Limited
Omnia is an exceptional employer that prioritises employee development and a positive work culture, making it an ideal place for those looking to grow in their careers. As a Customer Service Team Leader, you will benefit from comprehensive training opportunities, a supportive team environment, and the chance to lead a motivated group dedicated to delivering outstanding customer service. Located in a vibrant area, Omnia fosters a collaborative atmosphere where your contributions are valued and recognised.
