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For Companies At a Glance
- Tasks: Lead a dynamic customer service team, ensuring top-notch support and efficient operations.
- Company: Join Verisure, Europe's leading security provider, protecting millions across 17 countries.
- Benefits: Enjoy perks like birthdays off, gym discounts, private healthcare, and a contributory pension.
- Why this job: Be part of a fast-paced environment with growth opportunities and a focus on customer satisfaction.
- Qualifications: Experience in team management, advanced Excel and PowerPoint skills, and a passion for customer safety.
- Other info: Diversity is celebrated here; we welcome applicants from all backgrounds.
The predicted salary is between 20880 - 29100 £ per year.
Newcastle Upon Tyne
Full-time, permanent
Salary: £29,000 pa Basic + up to £2,400 pa Performance Bonus
Working hours: Shifts rotational between 8am - 9pm Mon to Sun, 5 on 2 shift cycle flexible to business needs
Holidays: 21 days holidays (increasing to 23 days after 1 years service) plus bank holidays
Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.
What you will be doing:
- Provide excellent customer experience troubleshooting technical issues within our busy Inbound team, managing all issues relating to the customer, real incidents, and any other customer related complaints
- Managing & monitoring the existing teams, ensuring the service level is maintained through effective delivery of a suite of KPI targets
- Floor walking to assist the team and ensure they are working efficiently and effectively
- Quality management, utilising 1:1s and performance management and call monitoring of your own team
- Scheduling the team rotas to ensure enough coverage to meet operational demands
- Liaising with other operational areas to ensure customer service is aligned with a joined up approach
What we’re looking for:
- Advanced excel for reporting suite
- Advanced PowerPoint for reporting and presentations
- Experience in managing a team
- Customer oriented, genuine passionate about customers' security and safety
- Ability to multitask effectively whilst keeping a high level of service quality
- Proactive and work effectively and efficiently
- Target driven able to deliver SLAs and KPIs
- Reporting with accuracy and attention to detail
- Excellent communication skills with problem solving attitude
- Like working in a team and you are a team player
- Have computer and MS office skills
- Love learning in a dynamic, fast paced and thriving environment
- Motivated and willing to accept new opportunities
Benefits Package
- Birthdays Off
- Onsite canteen & coffee shop
- Discounted Gym & Health Club Membership
- Contributory Pension
- Free parking at Quorum Business Park near businesses such as Concentrix and Tesco Bank (Subject to Permit)
- Bupa Private Healthcare and MediCash Cash Plan
- PerkBox - discounts from major retailers such as Morrisons, M&S, Sainsburys, Tesco, Amazon and others
- Enhanced Maternity & Paternity Schemes
- Employee Referral Cash Reward
- Employee Alarm Discount
- Cycle to work scheme
Verisure Career Opportunities
A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills. With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity. Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.
Diversity and Inclusion
Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.
Ready to join our team and make your dream job a reality? Apply today and we’ll get in touch!
Be you. Be more. Be Verisure.
All employees must complete a DBS check, provided by Verisure to all successful candidates.
Customer Service Team Manager employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to customer service management. Understanding these metrics will help you demonstrate your ability to meet and exceed targets during interviews.
✨Tip Number 2
Showcase your experience in team management by preparing specific examples of how you've successfully led a team in the past. Highlight any challenges you faced and how you overcame them to maintain service quality.
✨Tip Number 3
Brush up on your Excel and PowerPoint skills, as these are crucial for reporting and presentations. Consider creating a sample report or presentation that demonstrates your proficiency to discuss during the interview.
✨Tip Number 4
Research Verisure's mission and values thoroughly. Being able to articulate how your personal values align with theirs will show your genuine passion for customer security and safety, making you a more attractive candidate.
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Use keywords from the job description, such as 'KPI targets', 'customer-oriented', and 'problem-solving'.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer security and safety. Mention specific examples of how you've successfully managed teams and improved service levels in previous roles.
Highlight Relevant Skills: Emphasise your advanced Excel and PowerPoint skills, as well as your ability to multitask and deliver on SLAs and KPIs. Provide concrete examples of how you've used these skills in past positions.
Showcase Your Team Player Attitude: In your application, convey your enthusiasm for working in a team environment. Share experiences where you collaborated with others to achieve common goals, demonstrating your ability to contribute positively to the team dynamic.
How to prepare for a job interview at Verisure
✨Showcase Your Customer-Centric Approach
As a Customer Service Team Manager, it's crucial to demonstrate your passion for customer security and safety. Prepare examples of how you've previously enhanced customer experiences or resolved complaints effectively.
✨Highlight Your Leadership Skills
Discuss your experience in managing teams and meeting KPIs. Be ready to share specific instances where you successfully motivated your team or improved performance through effective management strategies.
✨Demonstrate Your Technical Proficiency
Since advanced Excel and PowerPoint skills are essential for this role, be prepared to discuss how you've used these tools in past positions. Consider bringing examples of reports or presentations you've created to showcase your capabilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and multitasking skills. Think of scenarios where you had to juggle multiple tasks while maintaining high service quality, and be ready to explain your thought process and outcomes.
