Job Description

You'll manage a team of Customer Service Advisers to ensure they provide outstanding customer service on telephone calls, web chat and SMS while maintaining our excellent performance record and regulatory objectives. You'll also maintain accurate information and strive to improve performance standards for yourself, the team and the department.

Day-to-day duties include:

• Managing a team of customer service advisers, including recruitment, training and development
• Ensuring the team achieve customer satisfaction targets through a quality-led service
• Resolving escalated customer complaints
• Motivating the team and actively contributing to its success
• Supporting the contact centre manager and customer experience manager with delivery of new initiatives and projects.

We are looking for an enthusiastic individual who has a real drive to deliver excellent customer service. You will have effective communications skills and be confident liaising with staff and customers at all levels, as well as being an effective leader to your team.

Required Knowledge, Skills, and Abilities

• Experience managing a team of Customer Service Advisers
• Proven ability to change/manage culture with a positive outlook
• The ability to make decisions quickly and influence outcomes to meet individual and business needs
• Good IT literacy
• An NVQ Level 3 in Customer Services (desirable but not essential)
• Previous experience using Microsoft Dynamics, Cisco and BT call centre communications package (beneficial).