At a Glance
- Tasks: Lead and inspire a team to achieve targets and improve client services.
- Company: Dynamic service centre focused on growth and development.
- Benefits: Competitive salary, great benefits, and opportunities for professional growth.
- Other info: Join a supportive environment with exciting career advancement opportunities.
- Why this job: Make a real impact by driving team performance and enhancing client satisfaction.
- Qualifications: Experience in team management and a passion for continuous improvement.
The predicted salary is between 25200 - 30800 £ per year.
We are looking for a Senior Team Manager DOE 28K + Many great benefits. The Aim of this appointment is to:
- To support the Service Centre Manager to deliver the dept services, targets and client SLAs, taking on responsibility in the SCM’s absence.
- To maintain a high level of knowledge and understanding of the client’s products and services and work with Team Managers to deliver these whilst driving continuous improvement from a customer and agent perspective.
- To oversee the operational development, devise and implement a structured plan for development of the service centre team considering opportunity for growth whilst undertaking a review of current processes and systems in place to support existing clients.
- To oversee the team management and growth: responsible for ensuring TM’s and agents are provided with the support / guidance / feedback and confidence in their abilities to perform their role and meet targets.
- To drive team building and motivation activities that promote continuous performance improvement and adopt an effective approach to people management.
- To communicate the targets, SLA’s and goals to the team. Liaise with other depts to determine priorities and to understand big picture.
Some of your key responsibilities will include:
- Responsibility along with SCM for operational results for all clients.
- Performance management of TM’s including appraisal.
- Weekly team meetings to ensure common goals are understood and to review performance.
- Put in place and deliver all SLA and KPI's for the contact centre, reviewing these regularly and taking action as necessary.
- Making recommendations of improvements to systems or processes and maintaining an action log of development being undertaken to support this.
More information regarding responsibilities can be shared along with the JD on request. Apply to find out more!
Senior Team Manager employer: SoundHR
Join a dynamic team as a PAYE Telecom Engineer in Brighton, where we prioritise employee development and offer comprehensive training alongside ongoing support. Our work culture fosters collaboration and recognition, ensuring you feel valued while optimising customer experiences with cutting-edge telecom technology. Enjoy the benefits of a competitive salary, a company van, and the opportunity to grow within a thriving industry right in your local area.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SoundHR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SoundHR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SoundHR:Your cover letter is your chance to shine! Tell us why you want to work at SoundHR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SoundHR!
How to prepare for a job interview at SoundHR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
