At a Glance
- Tasks: Lead and develop a high-performing customer service team to deliver exceptional experiences.
- Company: Join an award-winning company focused on people and performance.
- Benefits: Competitive salary, healthcare, pension scheme, and no weekend work.
- Other info: Enjoy regular social events and opportunities for career growth.
- Why this job: Make a real impact in a growing, people-focused organisation.
- Qualifications: Experience in customer service leadership and a passion for developing others.
The predicted salary is between 29700 - 36300 £ per year.
An exciting opportunity for an experienced
Customer Service Team Manager to take responsibility for a rapidly growing customer contact operation within an award-winning company.
The successful candidate will bring passion, commercial awareness and operational rigour , together with a genuine commitment to developing people and improving performance.
Our client prides itself on delivering a professional, personable service to its business customers, an approach that continues to set the company apart from its competitors.
As Customer Service Team Manager, you will work closely with Heads of Department and the wider Senior Management Team to identify and implement best practice, drive continuous improvement and foster a positive, performance-focused culture.
You will play a key role in ensuring the team consistently meets and exceeds SLAs while delivering exceptional customer and employee experiences.
The Role
You will take full responsibility for your team, providing strong leadership, coaching and development to create a positive and engaging working environment.
You will encourage innovation, share best practice and continually develop the team's skills, experience and performance.
The ability to prioritise effectively and set clear daily objectives will be essential, while recognising that flexibility is often required to respond to the changing demands of a fast-paced business.
Your responsibilities will include
- Leading, coaching and developing a high-performing customer service team.
- Creating a positive, engaged and performance-focused team culture.
- Monitoring and improving team performance against agreed SLAs and KPIs.
- Identifying and implementing best practice and continuous improvements.
- Working with Heads of Department and Senior Management to support wider business objectives.
- Managing and resolving escalated customer enquiries where required.
- Identifying training and development opportunities to continually enhance team capability.
- Encouraging collaboration, innovation and the sharing of best practice across the team.
- Contributing to the ongoing development of the customer service strategy and operation.
While there will be opportunities to contribute to strategy and operational improvement, people leadership will be at the heart of this role . Your ability to engage, motivate and develop your team will be key to its success.
What We're Looking For
Ideally, you will have experience managing a business-to-business customer service or customer support operation , although we are equally interested in candidates who can demonstrate the leadership, people-management and operational skills required to succeed in the role.
We're looking for someone who
- Has proven experience leading and developing a customer service team.
- Is passionate about delivering an exceptional customer experience.
- Can motivate, coach and develop individuals to reach their full potential.
- Has a strong understanding of performance management, SLAs and KPIs.
- Is organised, adaptable and able to prioritise effectively.
- Is confident dealing with escalated customer issues.
- Can identify opportunities for continuous improvement and implement positive change.
- Is a strong communicator who can work effectively with colleagues at all levels.
- Thrives in a fast-paced, growing business and enjoys developing people and processes.
- What's on Offer
In return, you will receive a competitive salary, dependent on experience , together with a comprehensive benefits package, including:
- Monday to Friday, 9:00am–5:30pm office hours — no weekends
- Contributory pension scheme
- Competitive Annual leave entitlement plus Bank Holidays
- Healthcare plan
- Life assurance
- Employee of the Quarter and Year awards
- Regular team and company social events
If you're an experienced customer service leader looking for an opportunity to make a real impact within a growing, people-focused organisation, apply now to be considered for this fantastic opportunity .
Join a company that is passionate about its products, its service and, most importantly, its people.
Join this dynamic team and contribute to the continued growth! If you’re an ambitious individual with a passion for your work, we’d love to hear from you.
About Square Peg Associates
At Square Peg Associates, we are a leading recruitment consultancy specialising in finance and commercial business professionals within the North West of England.
Our approach is personal and tailored to each candidate.
We not only consider the qualifications listed on their CVs but also take the time to understand them on a deeper level.
Before representing any candidate to our esteemed client base, we build strong relationships with them.
If you’re interested in exploring our current vacancies, visit our website at Squarepegassociates. co. uk.
Customer Service Team Manager in Accrington employer: Square Peg Associates
Square Peg Associates is an excellent employer, offering a supportive and hands-on work environment that fosters professional growth and development. With a diverse client base and opportunities for career progression, employees can expect to enhance their skills while enjoying benefits like flexible working hours, free parking, and a company pension. Located in Bolton, this role provides a unique chance to engage directly with clients across various sectors, making it a rewarding place for ambitious individuals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager in Accrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Square Peg Associates. 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 Square Peg Associates 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 Customer Service Team Manager in Accrington
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 Square Peg Associates:Your cover letter is your chance to shine! Tell us why you want to work at Square Peg Associates 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 Square Peg Associates!
How to prepare for a job interview at Square Peg Associates
✨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.
