Our client is seeking a dynamic and motivated Call Centre Team Manager to lead their multi-brand Customer Service team, ensuring the highest standards of service are consistently met.
This is an exceptional opportunity for a Call Centre Team Manager to join this global company within their prestigious, modern Chester office. The role is a full-time permanent contract.
Pay and Benefits
The hours of work are Monday-Friday 8:30am-4:30pm.
Salary: £40,000
The Customer Experience Manager will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, company bonus scheme, contributory pension scheme, life assurance, free onsite parking and more.
Key responsibilities:
The successful candidate will:
* Empower the team to exceed customer expectations
* Take full ownership and responsibility of the Service Operating Model, where level 1 support handles initial interactions with escalation to level 2 technical support as needed
* Managing a complex product portfolio
* Ensuring team members are cross trained across all brands, enabling them to engage with customers confidently and competently on a wide range of products
* Oversee the Quality Assurance team, driving improvements through call models and quality audits, while providing constructive feedback to team members
* Setting and driving departmental KPIs, including productivity targets, and aligning team goals with the company’s ambition to become an industr...