At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service and achieve performance targets.
- Company: Join Omnia, a company dedicated to excellent customer experiences.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by enhancing customer satisfaction and team performance.
- Qualifications: Experience in customer service and strong leadership skills.
The predicted salary is between 29700 - 36300 £ per year.
Applying for this role is straight forward Scroll down and click on Apply to be considered for this position.
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. xgikmsk
Promote a positive, inclusive and customer-focused working environment.
Essential Skills and Experience
- Previous experience in a customer service en
- Please click on the apply button to read the full job description
Customer Service Manager employer: Omnia Outsourcing
Omnia is an exceptional employer that prioritises employee development and a positive work culture, making it an ideal place for a Customer Service Manager. With a strong focus on coaching and performance management, employees are encouraged to grow their skills while contributing to a collaborative and customer-centric environment. Located in a vibrant area, Omnia offers unique advantages such as flexible working arrangements and a commitment to inclusivity, ensuring that every team member feels valued and empowered.
