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- Tasks: Lead a team to deliver exceptional customer service and resolve queries effectively.
- Company: Join Sage, a top-rated workplace supporting small businesses globally.
- Benefits: Generous bonuses, hybrid work, 25 days leave, and ongoing training.
- Why this job: Make a real impact by leading a motivated team in a dynamic environment.
- Qualifications: Experience in team management and a passion for customer service.
- Other info: Embrace diversity and enjoy excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
To lead a team of technical support advisors to ensure they are understanding the needs of our customer, offering an accurate resolution with a commercial focus. You are accountable for your people to consistently deliver an excellent level of customer service to all customers. To act as a point of escalation for our people and our customers. Hybrid - 3 days in our Newcastle office (global headquarters).
Key Responsibilities
- Drives Engagement where people are motivated to do their best to help the business, customers and colleagues alike.
- Create and maintain a culture of success by encouraging technicians to take responsibility for their own actions, whilst dealing with a customer query and encouraging them to exceed customer expectations.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- Accountable to understand your skill gaps and develop against these.
- Embed and continually sustain a culture of continuous improvement within Customer Services via the 'PERFORM methodology', working with colleagues across the department to deliver our KPI's and grow our business.
- Customer relationship management, with a focus on maximum customer retention achieved through delivery of Extraordinary Customer Experience via the team.
- Respond to customer issues and queries escalated from team members in a professional, timely and efficient manner.
- Play an active part in your community through teamwork and collaboration to drive continuous improvement in your area.
Your benefits:
- Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
- 25 days of paid annual leave with the option to buy up to another 5 days.
- 8 bank holiday days.
- Paid 5 days yearly to volunteer through our Sage Foundation.
- 50% income protection.
- Holiday buy/sell.
- Comprehensive health, dental, and vision coverage.
- Ongoing training and professional development.
- Hybrid working.
- Healthy Mind app membership.
- Access to various helpful memberships for finances, health and wellbeing.
Team Manager - Customer Services in Newcastle upon Tyne employer: Sage
Contact Detail:
Sage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager - Customer Services in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at Sage through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Team Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding the PERFORM methodology. Be ready to discuss how you would implement this in your team. Show us that you’re not just a fit for the role, but that you can drive continuous improvement and motivate your team!
✨Tip Number 3
Practice your customer service scenarios! Think of examples where you’ve gone above and beyond for customers. We want to see how you handle escalations and ensure extraordinary customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Sage family!
We think you need these skills to ace Team Manager - Customer Services in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about helping customers and leading a team. Share specific examples of how you've gone above and beyond in previous roles.
Tailor Your Application: Make sure to customise your CV and cover letter to match the job description. Highlight your experience in managing teams and delivering excellent customer service. We love it when candidates show they understand what we're looking for!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Team Manager role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position there!
How to prepare for a job interview at Sage
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, culture, and recent achievements. Understanding their focus on customer service and continuous improvement will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on engagement and development. Highlight any specific strategies you've used to encourage team members to exceed customer expectations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated customer issues. Think of scenarios where you’ve resolved conflicts or improved processes, and be ready to discuss the outcomes. This will show your potential employer that you can think on your feet.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the company's approach to continuous improvement, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.