Lead the Future of Customer Service Excellence
Are you a seasoned leader with a passion for customer service and a drive for operational excellence? We’re searching for an exceptional Customer Care Team Manager to guide and inspire a high-performing team of Customer Care Consultants.
Your Mission:
As a key leader in the Contact Centre, you’ll play a pivotal role in shaping our service strategy, ensuring every customer interaction reflects our commitment to excellence. You’ll foster a culture of growth, accountability, and success, driving both team performance and customer satisfaction.
What You’ll Achieve:
* Build a Winning Team: Lead, coach, and mentor consultants to deliver exceptional customer care while achieving performance goals.
* Drive Customer Excellence: Leverage insights from tools like Trustpilot, CSats, and Live Chat to continuously enhance the customer journey.
* Lead with Integrity: Ensure compliance with all regulatory and company standards while maintaining the highest levels of professionalism.
* Strategic Leadership: Identify opportunities for operational improvement and implement solutions that benefit customers and the business alike.
* Develop Talent: Recognize and nurture top performers, creating pathways for growth and advancement.
* Manage Resources: Work collaboratively with planning managers to ensure optimal resourcing for peak efficiency.
The Ideal Candidate:
We’re looking for an experienced manager who can balance big-picture strategy with hands-on leadership. The ideal candidate will bring:
* Proven Leadership Skills: Strong experience in coaching, motivating, and developing teams.
* Customer-Centric Mindset: A deep understanding of customer service processes and the ability to translate feedback into actionable improvements.
* Regulatory Expertise: Experience in regulated environments, with a focus on compliance and operational standards.
* Analytical Thinking: Proficiency in analyzing KPIs and operational reports to drive performance improvements.
* Organizational Excellence: The ability to manage multiple priorities effectively under tight deadlines.
* Preferred Qualifications: IF1 certification and proficiency in Microsoft Office.
Why Join Us?
* Shape the Future: Take on a leadership role where your decisions make a direct impact.
* Grow Your Career: Enjoy opportunities for advancement and professional development.
* Collaborative Culture: Join a team that values innovation, teamwork, and integrity.
* Make a Difference: Lead a dedicated group of professionals committed to exceptional customer experiences.
Take the Next Step in Your Leadership Journey
This is your opportunity to make a real difference in a thriving organization that values leadership, innovation, and customer satisfaction