Customer Service Team Manager

Posted 12 July 2021
Salary£29000 - £31800 per annum + pension, benefits
LocationManchester, Manchester, England
Job type Permanent
DisciplineEngineering
ReferenceCSTMlo
Contact NameVictoria Elliott

Job description

Customer Service Team Manager
x2 opportunities
Manchester

What you will do

To act as the representative of the Customer within the division developing strong and successful relationships, coordinating the day-to-day workload of the Customer Service Team to ensure all enquiries are dealt within agreed timeframes. Managing the teams performance.

How you will do it

*Manage Stakeholder relationships and expectations and ensure clear flow of communication to advise of any problems and or delays

*Liaise with Service Managers to ensure engineer coverage is at optimum levels for forecasted volume. Review weekly, monthly, yearly volume forecasts to ensure driver requirements are clearly defined.

*Set team clear KPI's & goals

*Oversea day to day team's operational performance

*Give clear communication, guidance, direction & instruction to team of short term and long term objectives

*Conduct regular performance evaluation

*Create motivating work environment & atmosphere

*Manage team member's feedback, issues & conflict resolution

Qualifications - External
What we look for

Required

People and Performance management skills essential- ability to lead a team effectively, train them well and promote open, constructive and collaborative relationships at all levels
Proven track record of successfully managing and motivating people to deliver outstanding results
Excellent communication, coaching and influencing skills-including leading and initiating change
Experience managing stakeholder relationships, optimising all communication channels available
Proven problem solving skills, able to make rational judgements from the information available
An understanding of change management and how to support a team through business changes
Excellent planning, administrative, organisational and time management skills to deliver results
High level of computer literacy specifically relating to Microsoft Office packages, database/CRM systems and the recording / inputting of information
Proven Experience in a team manager role.
Experience working in a service based environment.

If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on our products, plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.