Customer Service Team Manager - Peterborough
Addison Lee
- Peterborough
- £32,000 per year
- Permanent
- Full-time
- Confidently lead a team of Advisors, ensuring they provide outstanding levels of customers service across an omni-channelled environment
- Support the team in successfully resolving bookings challenges or service queries on calls, e-mail, live chat and socials
- Handle escalations calls if your team are unable to resolve a complaint, or find a suitable resolution for the customer
- Coach, motivate and drive performance of your team, supporting their well-being, engagement and focus
- Build close working relationship with major stakeholders, especially all departments in the AYS centre
- Lead on team meetings, creating a fun, energetic and vibrant atmosphere, allowing the team to shine
- Hold regular coaching sessions, 121’s and performance checks to aide staff development and growth
- Manage the individual statistical performance of the advisors, driving them to achieve all of their KPI’s
- Perform spot checks, listen to calls or read e-mails, identifying knowledge gaps / areas for improvement
- Flex your leadership style to meet the personal or developmental needs of each member of your team
- Managing staff absence, lateness and adherence in line with expectancies outlined by the business
- Helping your team to understand all business communication, process changes or product updates
- Consistently work with the Operations Team to accomplish goals set by them or the wider business
- Be innovative, adaptable and flexible in your approach, suggesting new ideas to improve processes
- Always lead with positivity, and complete operational handovers to ensure business continuity
- Confidently support with questions from the team, whilst staying on top of all admin tasks
- Support with our assessment centres, and help the business find and employ new talent
- Lead by example and follow our AYS values, whilst helping to deliver on company goals
- Experienced (2 years) as a Team Manager (or equivalent) in a fast-paced customer service environment
- An accomplished and positive leader, with a real passion for people, that likes to lead by example
- Strong coaching or developmental skills are essential, as is the ability to motivate a team of advisors
- Naturally polite, respectful and courteous, ensuring the staff and customer needs are consistently met
- Extensive knowledge and experience of dealing with customer complaints, escalations or challenges
- Excellent communication skills, both verbal and written as well as outstanding interpersonal skills
- Can ensure the highest levels of confidentiality to ensure sensitive customer and staff data is safe
- Commercially aware of the operational responsibilities and targets of a customer contact centre
- Can work well under pressure, showing resilience and exceptional time management skills
- Advanced levels of attention to detail with a skill in spotting inconsistencies or mistakes
- Confidence in your ability to use IT programmes and contact centre systems effectively
- Ability to prioritise a workload, whilst being extremely organised and efficient