Customer Service - Team Manager

Salary £31,295.68

OTE £36,000.00

Working Hours:
Monday
- Friday
08:00-16:30 or
- Office Based

Freeon site parking

Responsibilities:

• Day-to-day, end-to-end management of a Customer Service Advisor Team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
• Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
• Responsible for Quality Assurance of team outputs.
• Management and implementation of strategic business changes and performance of the team.
• Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
• Being an advocating for McQueen's Dairies, feeding back on processes and policies, helping toidentifyopportunities for improvement.
• Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
• Serving as an escalation point for customer queries where needed.
• Planning in monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
• Providing return to work meetings & conducting informal & formal Investigations where needed.
• You willbe required to produce analytics for department meetings anddemonstrateadherence to all KPIs.
• Support team members with their personal development by arranging training andassistwith the onboarding of new members of the team.