Service Centre Team Manager

This is an exciting time to join a telecommunications company who has already established themselves with prestigious clients within the sector and has clear goals.

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Salary:
Competitive
Location:
Galashiels
Status:
Full Time
Hours:
37.5 hrs
Closing date:
27 April 2018

Summary

Reporting directly to the Service Centre Operations Manager this role is responsible for delivering excellence in Customer Service both inte4rnally and externally. Working together with a team of 3 line managers the Team Manager is accountable for the day to day delivery of targets and SLA’s within the Service Centre and the wider Operation and each Team Manager will have a team of agents to coach and monitor.

Description

 

Team Management and Growth: responsible for ensuring Service Centre Agents are provided with the support, guidance and confidence in their abilities to perform their role and meet targets. Identify areas of poor performance & create realistic plans to improve. Act as a mentor and coach for team members; understanding individual requirements, translating these into personal development plans. Create a culture of continuous development.

 

Customer Champion, maintain a high level of knowledge and understanding of our client’s products and services and with a thorough understanding of the Service Centre Agent role, be available to assist in the escalation of customer complaints and in doing so can suggest process or system changes which would benefit the team, customer or business.

The Service Centre is a mixture of contact centre and back office function so it is key that the Team Managers balance the tasks required daily to deliver our role, understands the barriers to success and works to overcome these, gets support from the Operations Managers as needed and manages the SLA’s real time to provide stats to the wider business, demonstrating performance levels.

 

The ideal candidate should be approachable, motivating and inspiring and be able to lead a team of agents to achieve organisational and personal goals.

 

It is preferable that applicants have a demonstrable track record within customer care and line management and can demonstrate excellent communication skills.

 

Please apply for the position by submitting your CV to recruitment@qubegb.com. All applications are confidential and references will not be taken up without your permission.

 

Should you have any queries please do not hesitate to contact us through recruitment@qubegb.com.

 

Qube GB Ltd is an equal opportunities employer.


Key Responsibilities

Responsible for ensuring Service Centre Agents are provided with the support, guidance and confidence in their abilities to perform their role and meet targets. Identify areas of poor performance & create realistic plans to improve. Act as a mentor and coach for team members; understanding individual requirements, translating these into personal development plans. Create a culture of continuous development.


Essential skills

It is preferable that applicants have a demonstrable track record within customer care and line management and can demonstrate excellent communication skills.

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