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Customer Service Manager
5 days a week in office
Based in Manchester City
Job Overview:
We are seeking a dedicated and experienced Team Manager to lead and support a team of 20 in a fast-paced environment. The ideal candidate will have a strong focus on quality, empathy, and customer service, while also driving improvements in operational efficiency.
In this role, you will be responsible for triaging calls to the appropriate departments promptly, ensuring that the team maintains an average handling time and transfer call time.
Key Responsibilities:
- Lead and manage a team of 20, providing guidance, support, and development opportunities.
- Ensure the delivery of high-quality customer service, maintaining empathy and professionalism.
- Monitor call triaging, ensuring timely and accurate transfers to the correct departments.
- Drive improvements in average handling time (AHT).
- Perform regular quality checks on team performance and customer interactions.
- Provide one-on-one coaching to team members, focusing on their growth and service improvement.
- Identify and implement strategies to enhance client experience and streamline processes.
What We're Looking For:
- Proven leadership experience in a fast-paced, customer-focused environment.
- Strong communication and coaching skills with the ability to provide constructive feedback.
- A passion for improving customer service efficiency while maintaining high standards of empathy and care.
- Analytical mindset with the ability to monitor metrics and implement effective changes.
Why Join Us?
This is a fantastic opportunity to make a significant impact on the client experience while leading a dedicated team. You'll have the autonomy to implement new strategies, coach your team, and continually enhance the quality of service.
If you are motivated by the challenge of improving processes and are passionate about delivering excellent customer service, we want to hear from you! Apply today to take the next step in your career.
48218CH
INDMANS
