Contact Centre Manager - Salford, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support

Verified Company

Salford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Customer Success team provides insight into our valuable asset, our customers. Passionate about their experience to ensure they are happy and remain loyal is our number one priority. We put them at the heart of our decisions and go the extra mile toexceed their expectations.

The role of Team Leader is to support the Senior Team Leader and Customer Success Manager in managing a team of Customer Success agents to deal with a range of customer enquiries.

Client Details
A market leading client with in the Contact Centre space.

Description

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 customerloyalty 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

Profile

Job Offer

We can 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
Free onsite parking
Relaxed dress