Customer Service Manager

  • Job Reference: CSMCW
  • Date Posted: 9 January 2018
  • Recruiter: Advancing People Ltd
  • Location: City of London, London
  • Salary: £55,000 to £60,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Advancing People Multilingual are working with a well-established international Blue Chip client based in Central London who due to their continued growth and success are looking to recruit a Customer Service Manager for their thriving multilingual Call Centre. This is a challenging role and would suit someone with experience in managing team circa 200 people within a Contact Centre environment.

You will be responsible for implementing procedures and systems, performance management of team leaders and teams, staff motivation, recruitment, and the ensuring of compliance with company SLAs.

Main Responsibilities:

  • Manage a high-performing contact centre
  • Manage day-to-day operations and ensure the achievement of SLAs
  • Manage, coach and develop Team Leaders to ensure quality and productivity are of exemplary levels
  • Be the senior responsible for Customer Service Agents career development
  • Manage change implementation and guide and motivate teams through such periods
  • Conduct regular 1-2-1 meetings with team, focusing on performance against targets and SLAs
  • Run relevant projects
  • Cooperate with other company departments

Key Attributes:

  • Extended recent management experience specifically in a contact centre environment
  • Experience of successfully running teams of minimum 150-200 people and managing middle-management employees
  • Results orientated, strategically minded, with the ability to forecast short and long term outcomes
  • An ability to lead, motivate and inspire employees to thrive and exceed expectations
  • Flexibility on working hours is key
  • University educational level or equivalent further education.
  • Experience of setting up and developing contact centres is an advantage

This is a full time position and a fantastic opportunity to work with a forward thinking and globally expanding company. Salary is negotiable for the right candidate, and will be accompanied by an excellent benefits package and a vibrant working environment.

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Advancing People Multilingual Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.