Customer Support Team Manager

Responsible for the management and leadership of first line agents within a high pace, dynamic team to deliver excellence in the department.

Responsible for the management and leadership of first line agents within a high pace, dynamic team to deliver excellence in the department. Proactively drive performance to increase revenue across all brands of our existing customer base and to engage, retain, gain insights and to be completely customer service focused.

Main Accountabilities and Responsibilities

• Manage the performance and behaviors of the team to ensure all individual agent and team targets are met or exceeded for the following:

1. Quality Monitoring

2. Timekeeping/Adherence

3. One To One Performance Reviews

4. Productivity Across All Channels

5. CSAT

• Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes

• Manage and monitor absence and adherence to ensure performance at required levels

• Managing the daily running of the operation, working with the resource planner, Team Managers and the Operations Manager to ensure expected levels of productivity are achieved

• Manage channel service levels by ensuring correct resource levels are monitored and adjusted real time as required

• Liaising with service desk, supervisors, team leaders, operatives and third parties to gather information and resolve issues as quickly as possible

• Lead by example to firmly endorse a customer support culture that underpins the beliefs and behaviours of the Rank business

• Utilise Root Cause Analysis data to address and monitor knowledge gaps, as well as identifying process issues to effectively performance manage or coach agents on an individual basis and to deliver service improvements to our customers

• Work closely with Operations Manager, highlighting any variances in customer’s volumes and identifying root cause for a quick resolution

• Produce daily reports as required to adequately reflect any operational issues/overviews to the Operations Manager

• Handle customers and complaints escalated from internal and external Customer Service Agents within required timescales

• Contribute to the review and improvement of systems, processes, and procedures within the department

• Build strong relationships with peer group and stakeholders across business to refine best working practices

• Provide cover for other Team Managers shifts where required

• Deputise for Operations Manager once fully competent in role

Knowledge, Expertise and Qualifications

• Management qualification

• Good IT skills including use of Microsoft office

• Knowledge of Salesforce

Personal Qualities

• Strong leadership, coaching and developmental skills

• Excellent communicator and ability to negotiate and influence with a coaching style

• Outgoing with a driven focus to succeed and deliver targets

• Ability to motivate, inspire and engage with the team to deliver a high energy environment

• Strong problem-solving skills with high attention to detail

• Resilience with the ability to plan, organise and work to competing demands and deadlines

Hours of Work:  Monday to Sunday; 5 days out of 7 on shifts not exceeding 9 hours from 18:00 to 18:00