Customer Service Team Mentor


Customer Service Team Mentor

  • Location

    Manchester, Greater Manchester

  • Sector:


  • Job type:


  • Salary::


  • Contact:

    Tim Lee

  • Contact email:


  • High Salary:


  • Low Salary:


  • Reference:


  • Job Published:

    7 months ago

  • Duration:


  • Expiry Date:


  • Startdate:


What you will do
This position will be the Customer Service Mentor on the team who will assist the Team Manager deliver World Class Customer Service and provide active floor management and demand monitoring to ensure adherence to service levels for our customers. Mentors will also provide team member's performance coaching, deliver feedback, and will be a point of contact for team members with questions, etc.

How you will do it
*Reporting to the Team Manager to help ensure the team members are meeting individual, team and department goals.
*Motivating and supporting staff to maintain positive morale.
*Monitoring floor activity, availability, "on the job expectations", floor conduct and other key individual and team performance metrics.
*Providing input and assists with the development of training or policy and procedure changes that may be required to enhance service productivity.
*Monitoring demand queues, and walking the floor to provide support and assistance.
*Completing QA, provide feedback and conduct monthly positive coaching sessions with team, motivate team members while also improving team member's performance metrics.
*Answering escalated/supervisor calls as needed.
*Escalating problems and complaints appropriately.
*Providing world-class Customer Service via phone, e-mail, and other communication channels.
*Encouraging new ideas and feedback from team members; recognising contributions and giving credit where due.
*Communicating frequently and openly in team and individual meetings to motivate and align team members with department goals.
*Participating in Calibration Sessions and other meetings as needed.
*Continually seeking opportunities to improve the Contact Centre operations including people, process and technology.
*Complete a core coordinator role at peak times of the day, week, month and year

What we look for

*Must demonstrate a talent for leadership
*Must have a "customer first" attitude and be service oriented, friendly and possess a positive attitude
*Must be able to effectively interact with members of the Customer Service team and deliver constructive feedback to team members, whilst also being entrusted with information of a confidential nature.
*Outstanding written and verbal skills are required
*Ability to assign and monitor work

*Ability to multi-task and work in a dynamic environment/adjust to change quickly
*Computer proficiency with the ability to handle multiple PC applications at once
*Solid time management and the ability to accomplish goals without much direct supervision