Customer Service Team Manager

Key Responsibilities

• Lead, mentor, and develop a team of Customer Service Executives to achieve performance goals and maintain high service standards. 
• Monitor and evaluate team performance, providing regular feedback and coaching to ensure professional growth and development. 
• As part of the Customer Service leadership team, develop and implement customer service policies and procedures to deliver improved customer experience and drive operational efficiency. 
• Handle escalated customer queries and complaints, with a strong focus on quick and efficient resolution in line with our complaints policy that addresses the needs of the business and our customers. 
• Working with the Customer Service Team Manager, analyse customer service KPI’s and reports to identify trends, areas for improvement, and opportunities for training and development within the team.  
• Complete regular 1-2-1s and performance review sessions with the customer service executives. 
• Supporting your peers with any recruitment requirements for Customer Service. 
• Collaborate with the wider team and other departments to ensure we have open lines of communication and support to allow us to address customer needs and to improve processes. 
• In conjunction with the Customer Service Manager, create and manage rotas, scheduling and resource allocation to ensure adequate coverage and optimal service levels. 
• Create a positive and collaborative team environment that encourages initiative, idea generation and accountability.
•  Stay updated on industry trends and best practices to continuously improve service quality and customer experience. 

The Candidate

• At least 2 years demonstrable experience in a Customer Service management role, with a track record of leading and developing high-performing teams. 
• Evidence of strong leadership and interpersonal skills, with the ability to motivate and inspire team members in a remote working environment. 
• Demonstrable experience of creating and managing rotas and schedules to drive efficient workforce management and operational efficiency. 
• Experience in recruiting Customer Service Executives 
• Experience in managing HR people processes. 
• Proficiency in Customer Service software and tools. 
• Excellent communication and problem-solving abilities. 
• Ability to work in a fast-paced environment and manage multiple priorities effectively. 
• Strong analytical skills with the ability to interpret data and make informed decisions. 

Preferred Skills

• Ability and resilience to handle a leadership role and to embrace change and opportunities to support the growth of the business. 
• Ability to see potential in your team and to create opportunities for growth. 
• Internet or telecoms experience preferred but not essential. 

The Rewards

• £40k Salary 
• 25 days holiday plus bank holidays plus Birthday off 
• Private Medical and Dental Cover 
• Company Pension Contribution 
• £1500 Employee Referral Scheme 
• Superb Maternity/Paternity Support Package 
• Continuous development and long-term career prospects