Customer Service Team Manager

Description

You will be responsible for ensuring that you and your team deliver outstanding service to our business customers.  You will coach, motivate, monitor and review the performance of up to 14 (FTE) Customer Service Advisors, as they interact with customers, resolving queries and identifying selling opportunities, through inbound calls, email and chat. You will foster a supportive, fun and healthy environment, to allow your team to achieve individual and team Key Performance Indicators (KPIs). You will provide guidance on customer query resolution and on the use of the Customer Relationship Management (CRM) and other systems. You will encourage clear communication, information sharing and best practice across your team to develop staff and continuously improve the service. You will motivate your team to go the extra mile to enhance the customer experience, develop customer loyalty and grow our long-term customer base. 

Responsibilities

• Lead and motivate a team to deliver excellent customer service to our business customers. 
• Recruit and induct team members, provide or organise training and progress them through the probation review process. 
• Develop your team through the use of personal development plans, appraisals and monthly performance reviews. 
• Regularly coach and support your team to achieve KPIs, including cross sell and upsell targets.
• Communicate company and team objectives to team members and provide them with information and advice to empower them to achieve and exceed expectations.   
• Provide guidance and ensure the appropriate use of the Customer Relationship Management (CRM) systems such as Salesforce or other systems. 
• Foster a spirit of teamworking and cooperation where information and best practice is shared. 
• Monitor and review performance and deadlines to ensure individual and team Key Performance Indicators (KPIs) are achieved or exceeded. 
• Be accountable for the team’s engagement, focusing on motivation and well-being.
• Identify, respond to and resolve urgent or escalated issues. 
• Champion Viking positively at all times; internally, to external customers and suppliers, in the wider community and on social media. 
• Drive innovation and process improvement to improve the efficiency and effectiveness of our customer experience. 
• Collaborate with Viking colleagues within Customer Services as well as stakeholders from around the business, such as Sales or Marketing.
• Manage your workload through effective planning and prioritisation
• Complete quality monitoring on your team’s customer contact across multiple channels (phone, chat, email).

Qualifications

Essential

• Significant experience leading a team in Customer Services, Sales, Retail or Customer Relationship Management environments. 
• Evidence of a ‘customer focused’ approach, where the customer is central. 
• Strong interpersonal skills and the ability to promote a positive team spirit. 
• Ability to embed processes, drive consistent high-quality standard and deliver results across a team within a contact centre environment.
• Integrity and willingness to take ownership of issues and reliably ‘lead by example’. 
• Energy, drive and an ability to act decisively in a fast-paced environment. 
• Clear written and verbal communication skills, to interact with customers with confidence and inform and influence colleagues across the business. 
• Computer literacy, specifically proficiency in Microsoft Office applications. 
• Flexible approach to working conditions and hours. 
• Ability to manage multiple projects and activities. 
• Experience working in a targeted environment. Including cross sell or upsell targets.
• Ability to analyse and interpret information objectively to identify key causes and solutions quickly. 

Desirable

• Previous experience of or certification in Salesforce
• Previous experience working with Contact Centre software.