Address
Form of work
SalaryLocation: Blackpool (office is located 2 minutes’ walk from Layton train station)
Contract Type: Permanent
Hours: Full Time, 37.5 per week. Monday - Friday, 9am - 5:30pm
Salary: £26,000 - £30,000 per annum (depending on relevant experience)
Benefits: Annual Business Growth Bonus linked to the year-on-year growth targets. Annual Holiday Allowance of 22 days plus UK bank holidays. Free car parking.
About the Role:
Are you a dynamic, outgoing leader of people with exceptional communication skills and a keen eye for detail? Do you thrive in a fast-paced environment and enjoy interacting with customers? Are you looking for an opportunity to take full ownership and accountability for achieving your goals?
We are seeking a highly motivated and talented Customer Services Team Manager to join, shape and develop our existing Service and Customer On-boarding Team.
As a Customer Services Team Manager, you will play a crucial role in the development of the Customer Services Team and importantly the growth of this division over the coming 18-24 months. This is an exciting opportunity for anyone wanting to join a growing business and stamp their mark on a team that is forecast to double in size over the next 12 months.
Key Responsibilities:
- Provide strong leadership, coaching, and mentorship to a team of Customer Support advisers, ensuring they are skilled, equipped, and motivated to meet their individual and team objectives.
- Taking full ownership for all new customer on-boarding, customer retention and their ongoing, day to day support requirements.
- Oversee and manage the team’s performance across multiple communication channels, including inbound calls, emails, outbound dialling, and social media.
- Supervise the team’s efforts in outbound dialling for proactive customer service outreach, ensuring successful campaign completion and positive customer interactions.
- Working closely with wider internal teams to deliver a joined up, seamless and exceptional level of service.
- Working across teams, and multi skilling where necessary to assist with wider business needs.
- Develop and implement strategies to achieve KPIs, including inbound answer rates, quality & accuracy performance measures.
Role Requirements & Skills:
- Experience in a leadership role within a customer service or contact centre environment.
- A proven track record of successfully managing and developing teams.
- Experience in implementing and maintaining quality.
- Experience in achieving key performance indicators.
- Proficiency in using contact centre software and customer relationship management (CRM) systems.
- Excellent IT skills, including Teams, Excel, Outlook and Word.
- Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
- Strong interpersonal skills and a natural ability to build rapport with colleagues and customers.
- A fast learner who can quickly grasp and understand technical concepts and product details.
- Meticulous attention to detail, ensuring accuracy in data entry and documentation.
- Proven ability to multitask and manage time effectively in a fast-paced environment.
- A positive, fun, and outgoing personality that shines through in customer interactions.
This is a rare chance to join a Blackpool-based business, offering a competitive compensation package, a supportive work environment and the opportunity to develop a career within an expanding industry. If you believe you’re the person we’re looking for, please submit your CV for consideration.
You may have experience in roles such as: Customer Service Manager, Contact Centre Manager, Customer Support Team Lead, Service Delivery Manager, Customer Experience Supervisor, Client Services Manager, Call Centre Supervisor, Customer Care Manager, Support Operations Manager, Customer Relations Manager, etc.
REF-210 681
