Customer Service Team Manager

Customer Service Team Manager – Oldham – Up to £21,000

My client, an E-Fulfilment company based in Oldham, is looking for an experienced Customer Service Team Manager to join their ever growing team.

You will be working alongside the Head of Customer Service to ensure the seamless running of the Customer Service Department. You will be responsible for the day to day management of the teams, ensuring that SLA’s are met and the highest level of customer service is provided.

Your day to day responsibilities will include:
• Managing a team of people within the customer service team, setting targets to ensure maximum productivity
• Deal with customer complaints escalated from advisors - resolve customer complaint to the satisfaction of the customer /client
• Reviews the effectiveness of customer service policies and procedures and makes recommendations for improvement
• Ensure adequate resources are in place to meet service level requirements whilst maintaining optimum levels of utilisation – an overview of team training should be considered
• Produce reports for management
• Appraise and review employee performance through company performance management processes
• Manage sickness absence in accordance with company process

The ideal candidate will have previous experience in a Supervisory role in a call centre/customer service environment. You will have a proven record of the ability to lead and motivate a team whose focus will be on meeting targets and objectives.

The hours for this role will be Monday to Friday – 12.00pm – 8.00pm.

There is a competitive salary on offer, which is dependent on skill and experience.

This role will be offered on a temporary to permanent basis.