Customer Excellence Team Manager
Posted 6 days ago by CCA Recruitment Group on CVLibrary
£38,000 Per year
Undetermined
Hybrid
Watford, Hertfordshire
Summary: The Customer Excellence Team Manager role in Watford involves leading a team of up to 15 inbound agents in a contact centre environment, focusing on delivering exceptional customer service, particularly to vulnerable customers. The position requires strong management skills, problem-solving abilities, and a commitment to improving team performance and customer satisfaction. The role offers a hybrid working arrangement after an initial training period and includes a competitive salary with additional benefits.
Key Responsibilities:
- Manage and supervise daily operations of the customer contact team.
- Act as a subject matter expert on company products for agents and colleagues.
- Resolve complex customer issues and innovate solutions.
- Understand and manage customer needs, particularly in tense situations.
- Make informed decisions with functional support.
- Manage and improve absence rates within the contact centre.
- Review and enhance Average Handling Time (AHT) for the team.
- Accountable for managing and resolving complaints within internal timeframes.
Key Skills:
- Proven people management experience.
- Experience leading a team in a customer service environment.
- Proficiency in Microsoft Office applications.
- Knowledge of CRM solutions such as SAP/Gem Suite.
- Experience in data analysis to support team development and performance.
Salary (Rate): £38,000
City: Watford
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: Mid-Level
Industry: Other