Job Ref: 212574081

Date: 2020-10-11 08:23:47

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Customer Service Team Manager

Permanent

£28,000 – £30,000

Milton Keynes

Reporting to the Operations Manager, The Team Manager is accountable for resourcing, managing, motivating and developing the Customer Service contact centre team. Ensuring all SLAs and quality standards are achieved to deliver exceptional customer service, whilst also complying with company policies and procedures as well as the relevant legal and regulatory requirements. The Team Manager will resolve escalated customer enquiries and complaints to ensure they are managed to an appropriate conclusion.

Accountabilities

Providing operational floor management, managing the day-to-day activities of the team.
Meeting all SLA and KPI targets and delivering ad-hoc tasks to agreed deadlines.
Acting as a role model in line with the values of the business and coaching advisors to also reflect these.
Providing mentorship; encouraging collaboration as a high performing team. Motivating the team to achieve their personal and team targets.
Conducting scheduled monthly 121s as well as 'on the spot 'coaching with team members to ensure maximum potential and standards are being achieved.
Conducting daily team communications to update advisors on best practices and continuing expectations, ensuring the updates have a clear agenda and tracking resulting actions to conclusion.
Developing an in-depth knowledge of all high-level procedures, acting as a point of reference for the Operations Manager and Client.
Monitoring progress of cases and agreed actions to ensure all customer interactions are handled within SLA.
Managing planned absence or short notice absenteeism to ensure optimal coverage.
Planning and distributing team members appropriately based on channel, skill set and capability to achieve optimal performance.
Ensuring the team has the necessary physical resources e.g. computer hardware and telephony to complete work
Ensuring changes are communicated to the team effectively, including the expected impact and the support available to help them embed the necessary changes.
Completing daily, weekly, and monthly reporting as defined by the project service level or as directed the Operations Manager, Account Manager or Operations Director.
Interpreting data to identify trends and taking appropriate action to rectify any deviation from targets/SLAs.
Ensuring customer data and case notes are accurate and maintained on the relevant systems to ensure data integrity standards are met.
Ensuring all actions remain compliant with relevant regulatory codes of conduct e.g. GDPR, PECR, FCA, Health and Safety.

PERSONAL REQUIREMENTS

Experience of Team Management within a Customer Service/Contact environment complying with all policies, processes and procedures.
Ability to coach and motivate others to achieve performance standards.
Inquisitive and able to use own initiative to resolve problems and identify improvement opportunities to enhance customer and team experience.
Energetic, able to remain professional, calm, and polite when under pressure and adapt quickly in a changing environment.
Pragmatic, with strong prioritisiation and time management skills to deliver tasks on time.
Highly analytical with the ability to interpret a high volume of data and think creatively to identify solutions to challenges.
Fluency in written & spoken English with excellent communication skills.
Competent PC user with good Excel and PowerPoint skills

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