Contact Centre Team Leader - Manchester, United Kingdom - Page Personnel - UK

Page Personnel - UK

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Well know retail business.

Great central location

About Our Client:

A well known market leading client in the retail sector.

You'll be responsible for the day to day running of customer enquiries, providing motivation and encouragement to the team in order to achieve targets and business KPI's.

Improving customer retention, increasing customer lifetime value and boosting customer loyalty will be at the forefront of your mind when decision
You will be responsible for:

Dealing with customer enquiries, answering calls and chats when required
Dealing with complex issues and customer escalations, using your problem solving skills to convert negative experiences into positives.
Managing onboarding, training and ongoing development of the team, including 121 catch ups
Coaching, mentoring and motivating Customer Success agents to hit their performance targets
Working with the Senior Team Leader to measure and improve on Customer Success KPI metrics such as our Google and Feefo scores
Encouraging the team to proactively build relationships with our customers, ensuring they receive an excellent end to end experience.
Be customer centric by identifying and executing ways to improve the customer experience both on the website and through customer contact
Working collaboratively across the business to pass on vital customer feedback and make suggestions for improvements
Assisting in guiding the departments policies and procedures with the customer in mind
Managing Fraud prevention
Active involvement in recruitment of future Customer Success Agents

The Successful Applicant:

What's on Offer:

37.5 hours per week Monday Friday 8.30 am 5 pm (occasional weekends during peak months)
3 month probation
31 days holiday inc Bank holiday
Company pension
Sick pay
Split of office & home working
Relaxed dress
Contact
Francesca Hill
Quote job ref
JN
Phone number