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- Tasks: Lead and coach a team of customer advisors to deliver exceptional service.
- Company: Join a successful team in a dynamic contact centre environment.
- Benefits: Competitive salary, extensive training, and opportunities for career growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a motivated team.
- Qualifications: 5+ years in contact centre management with strong leadership skills.
- Other info: Flexible working hours with a supportive team culture.
We are currently recruiting for an exciting position for one of our clients based in South Birmingham. This role is joining a successful and experienced team of Customer Team Managers. My client is looking for a strong and experienced Customer Team Manager with a minimum of 5 years experience in a Contact Centre Team Manager position. This role is very hands on and you need previous experience managing and coaching a team of 10 customer advisors. You will be supporting your team on a daily basis providing solutions to more complex queries and help guide your advisors through complaints to ensure the customer leaves satisfied and their query has been resolved.
The industry you will be working in is very heavily regulated, so you will go through an extensive training programme to ensure you have the skills, knowledge and understanding to support your team. Working closely with your team of advisors ensuring you’re visible on the office floor, walking around supporting your team with all general and complex queries. You will be required to communicate with a number of departments within the business to ensure you and your team can support the customer on their first interaction and to reduce additional calls back into the contact centre. You should be comfortable dealing with real time complaints, whilst working with other departments to obtain a solution for the customer. You must have experience of working to SLA’s and KPI’s and be able to demonstrate how you can help achieve set agreements to enhance the customer journey.
Customer Team Manager - Responsibilities- Conduct regular 1:1s with customer advisors and deliver ongoing coaching, training, and development.
- Quality monitoring and live time coaching, listening into calls and supporting your advisors.
- Oversee and monitor your teams KPIs, including call handling and service targets.
- Act as the escalation point for complex customer service issues.
- Identify and implement process improvements to increase efficiency and customer satisfaction.
- Inspire, motivate, and influence team member and their teams to deliver consistently high standards.
- Foster a positive culture of teamwork, accountability, and succession planning.
- Proven experience managing a high-volume, inbound call centre.
- Strong leadership background, with experience managing a team of advisors.
- In-depth knowledge of customer service principles and best practice.
- Skilled in both internal and external stakeholder management.
- Commercially aware with the ability to balance customer experience and business objectives.
- Clear, confident communicator with strong leadership presence.
- Excellent problem-solving skills with a proactive mindset.
- Flexible and adaptable, able to lead through change.
- Proficient in MS Office and experienced in CRM systems.
Hours of work will vary and be on based on a rotational shift pattern working between 8am -7pm Monday to Friday and 1/3 Saturdays between 9am and 5pm, with a day off in the week.
To be considered for this role please apply below where one of our team will contact you with more information and to discuss your experiences and the role in more detail. If you haven’t been contacted within 5 days of your application, then unfortunately on this occasion you haven’t been successful, however, we may save your details for any future roles.
Customer Team Manager employer: Real Personnel
Contact Detail:
Real Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Team Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they value. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and genuine, so don’t just memorise answers. Think about how your experience aligns with the role of Customer Team Manager.
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you figure out if the company is the right fit for you. Plus, it gives you a chance to shine!
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation and reiterate your enthusiasm for the position. And remember, apply through our website for the best chance at landing that Customer Team Manager role!
We think you need these skills to ace Customer Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Team Manager role. Highlight your experience in managing teams, especially in a contact centre environment, and showcase any relevant achievements that demonstrate your leadership skills.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences where you've successfully managed customer queries or improved team performance.
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight your problem-solving abilities. Share examples of how you've handled complex customer issues or improved processes in your previous roles to show us you can handle the challenges of this position.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, we can easily track your application and get back to you quicker. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Real Personnel
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've met or exceeded these in your previous positions, as this will show your understanding of the metrics that matter in a contact centre environment.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in coaching and developing team members. Think about specific situations where you’ve inspired your team or resolved conflicts, as this will demonstrate your ability to manage and motivate effectively.
✨Be Ready for Real-Time Scenarios
Expect to be asked about how you would handle complex customer complaints. Prepare a few scenarios from your past experience where you successfully navigated difficult situations, focusing on your problem-solving skills and how you ensured customer satisfaction.
✨Understand the Industry Regulations
Since the role is in a heavily regulated industry, brush up on any relevant regulations and compliance standards. Being able to discuss how you’ve adhered to these in your previous roles will show that you’re not only experienced but also aware of the importance of compliance in customer service.
