Customer Service Team Manager
Syston, Leicestershire – hybrid
up to £40,000p.a.

• Do you have a background in managing people from a contact centre and helping them shine?
• Are you resilient, driven and looking for an exciting role to portray your soft skills?
• Do you want to work for a nationally renowned company who put their people first?

The Company:
ER Recruitment are excited to be working with our prestigious, national client based in North Leicester on this fantastic, hybrid, Customer Service Team Manager position.
Our client are focussed on their people and the future and are going from strength to strength with this role being an addition due to growth for the business.

Role & Responsibilities of the Customer Service Team Manager:

• Managing a team of between 10-15 agents through one-to-one’s, appraisals, coaching and mentoring
• Ensuring the workload of staff is evenly distributed with maximum productivity to achieve and that there are enough staff to cover from a planning perspective
• Conduct disciplinaries or investigations where required
• Auditing quality of calls
• Managing SLAs on call volume
• Ensuring effectiveness of outbound campaigns through activity and results data
• Escalation for customer complaints
• Looking for continuous improvements in process and delivery
• Support and promote a strong sense of business achievements and objectives.

About You as the Customer Service Team Manager:

• Previous experience as a leader or manager from a contact centre environment
• Proven experience as a resolution/negotiator
• A people person – able to influence at all levels and build strong rapport
• Motivational and supportive
• Resilient
• Able to be flexible and adaptable in their approach
• Good skills with Microsoft Office, particularly Excel

Additional Benefits:

• Hybrid working – 2 days in the office per week
• On site parking
• Monday to Friday 8am-5pm with 1 in every 5 Saturdays
• 25 days Holidays plus bank holidays

Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants, if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.

We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.

We look forward to hearing from you.