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- Tasks: Lead a team to resolve customer account challenges and drive performance.
- Company: Join a top UK provider of field service solutions in the utilities sector.
- Benefits: Enjoy a supportive team, development opportunities, and a collaborative work culture.
- Why this job: Make a real impact while working in a dynamic environment focused on customer satisfaction.
- Qualifications: Experience in team leadership, strong communication skills, and a proactive mindset are essential.
- Other info: This role offers a chance to contribute to continuous improvement and project work.
The predicted salary is between 27500 - 28500 £ per year.
Customer Resolution Team Manager Stratford-upon-Avon 37.5 hours per week (Monday to Friday) £27,500-£28,500 DOE About the Company Our client is a leading UK provider of field service solutions, delivering external agency services primarily to the utilities sector. With a strong focus on compliance and customer satisfaction, they offer a dynamic and professional environment from their Head Office based in Warwickshire. Role Overview A fantastic opportunity has arisen for a confident, enthusiastic, and motivated individual to join the operational management team as a Customer Resolution Team Manager. You will be responsible for managing a team of 6–8 staff who support customers facing challenges with account resolutions and payment arrangements. This role requires strong leadership skills, the ability to drive performance, and a customer-focused approach to ensure all client and internal service standards are met. You’ll also contribute to continuous improvement through project work and process development. Key Responsibilities * Lead, motivate and support a team to achieve service levels and performance targets. * Oversee daily work allocation and monitor completion in line with client and internal requirements. * Conduct regular coaching sessions, one-to-ones, and team meetings. * Monitor and support inbound and outbound call activity, handling customer interactions when needed. * Perform quality checks, including call audits, and provide feedback to ensure consistent service standards. * Use root cause analysis to improve team and customer outcomes. * Manage team absences, performance issues, and act as the first point of escalation. * Work closely with clients and internal departments to maintain strong relationships. * Support departmental management with projects and improvements. * Ensure compliance with company policies, data security, and regulatory requirements. Essential Skills & Experience * Proven experience in a team leader or team manager role. * Strong people management and coaching skills. * Excellent communication and interpersonal abilities. * Highly organised, with a proactive and solution-focused mindset. * Comfortable working in a fast-paced, target-driven environment. * Proficient in using IT systems and management tools. * Adaptable and able to manage change effectively. Desirable * Experience in debt resolution or collections (not essential). What’s on Offer * A supportive and collaborative team environment. * Opportunities for development and contribution to business improvements. * Involvement with a respected and regulated service provider
Customer Resolution Team Mananger employer: Sol Recruitment Ltd
Contact Detail:
Sol Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Team Mananger
✨Tip Number 1
Familiarise yourself with the utilities sector and the specific challenges customers face. Understanding the industry will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you motivated your team or improved performance, as this is crucial for the Customer Resolution Team Manager role.
✨Tip Number 3
Brush up on your coaching and feedback techniques. Since the role involves conducting regular coaching sessions, being able to articulate your approach to developing team members will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with process improvement and project work. Think of examples where you've contributed to enhancing service delivery or operational efficiency, as this aligns with the continuous improvement aspect of the job.
We think you need these skills to ace Customer Resolution Team Mananger
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team leadership and customer resolution. Use specific examples that demonstrate your ability to manage a team and drive performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your strong people management skills and how you can contribute to continuous improvement within the team.
Highlight Relevant Skills: In your application, emphasise your communication and interpersonal abilities, as well as your organisational skills. These are crucial for the Customer Resolution Team Manager position.
Showcase Problem-Solving Abilities: Include examples of how you've used root cause analysis or other problem-solving techniques in previous roles. This will demonstrate your proactive and solution-focused mindset.
How to prepare for a job interview at Sol Recruitment Ltd
✨Showcase Your Leadership Skills
As a Customer Resolution Team Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your coaching and motivational techniques.
✨Understand the Company and Its Values
Research the company’s focus on compliance and customer satisfaction. Be ready to discuss how your values align with theirs and how you can contribute to their mission of delivering excellent service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you've used root cause analysis or improved team performance, and be ready to share those stories.
✨Demonstrate Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently, and be prepared to discuss how you would handle customer interactions and team meetings effectively.
