Customer Service Team Manager

The purpose of this role is to manage a team within the contact centre, leading a team of up to 12 customer service agents ensuring all KPI’s are achieved through effective coaching and management of their team members whilst supporting a drive for efficiency within the contact centre. The team respond to inbound calls and complete admin tasks to support the business.

Main Responsibilities:

· To be responsible for the agents on the team ensuring standard, quality, compliance and KPI’s are achieved at all times.

· To create and maintain a motivational environment and ensure that a culture of support and encouragement is achieved through effective coaching, ongoing mentoring and development of the team.

· To ensure customer complaints are escalated as outlined within the company’s complaint handling policy and procedures.

· To handle more complex issues where either the customers or companies interests are at risk.

· To develop and use management information in order to understand and coach individual/tea, compliance, productivity and quality.

· To conduct regular one to ones reviewing agent performance and implement where appropriate performance improvement plans in line with the departments training and competency framework and where appropriate in line with the companies handbook.

· To encourage a customer focused culture embedding an effortless customer journey.

Knowledge & experience:

· Previous supervisory, team leader or managerial position within a KPI driven environment.

· Proven track record of successfully managing and motivating staff to deliver results.

· Excellent communication, coaching and impact influencing skills.

· An understanding of change management and how to support a team through business changes.

· Sound understanding of Microsoft excel, word and outlook.

HomeServe have a people charter that describes the beahviours that we expect our people to demonstrate. During the interview process, we will ask you for examples of where you have shown the following behaviours:

Dare to Care

· Be known for what you do, not what you say

· Be proactive, support, help and encourage others

· Have a positive attitude to work and to your colleagues

Do the Right Thing

· Be open and honest

· Be respectful: treat others as you would like to be treated

· Deliver on your promises

Own it

· Never look the other way

· Find Solutions and turn negatives into positives

· Take personal ownership and responsibility to make things happen

Always Improve

· Embrace change and new ways of working

· Put forward suggestions and new ideas

· Look for learning opportunities and new experiences

Win together, Trust Each Other

· Share knowledge and expertise with colleagues

· Build strong relationships with colleagues across the business

· Value the experience and opinions of others

It’s not a question of whether you can make a difference…it’s a question of how much difference you want to make.

HomeServe was founded over 20 years ago and we have had an incredible journey.

As a member of our team, your job will be to put our Customers first and we will give you everything you need to do that. We will also encourage you to think of yourself as a Customer and help us to find new ways to improve the products we offer and the service we give.

So if you want to come to work to make a difference – to really help people and to make our company better – then HomeServe is for you. It really is that simple.