Customer Excellence Team Manager

Role: Customer Excellence Team Manager

Location: Watford (hybrid 3 days office/2 days home after training period)

Salary: Up to £38,000 DOE + bonus + benefits

Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm)

Term: 12 month FTC

This is an exciting opportunity for an experienced contact centre Customer Excellene Team Manager to join my watford based client. Leading a team of up to 15 Inbiund Agents.

Do you have experience leading a contact centre team who speak to vulnerable customers?

Do you strive for customer excellence?

Duties of the Customer Excellence Team Manager:

• Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
• Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
• Solves complex problems when they arise whilst being innovative in their approach.
• Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
• The ability to make decisions guided by functional support.
• To demonstrate success in managing & improving absence within a contact centre
• Review & improve AHT (Average Handling Time) within your team.
• Shows accountability in managing & closing complaints within Internal timeframes.

Skills and experience of the Customer Excellence Team Manager:

• Proven People Management experience
• Experience of leading a team within a customer service environment
• Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
• Experience in analysing & using data to support development & performance of Contact Centre Agents

Please follow the link to apply for this contact centre Customer Excellence Team Manager role based in Watford.