Escalations Team Manager

Recruiter
Cactus Frontline
Location
Birmingham
Salary
£36,000 per annum
Posted
01 Sep 2017
Closes
19 Oct 2017
Contract Type
Full Time
This is a fantastic opportunity for an experienced Team Manager to join a highly regarded and growing business in Birmingham, who are looking to maintain their reputation for providing first class customer service.

As an Escalations Team Manager, you will be responsible for managing the escalations team, ensuring the team is fully motivated and operating effectively.

In return you will earn a basic salary of £36,000, with a potential bonus of up to £3,000. The organisation offers a fantastic benefits package including pension scheme, health/dental care schemes and holiday purchase option. This is also a wonderful opportunity to progress with a large business with a great reputation.

Key Responsibilities:
* Manage your team to handle all customer queries in a professional, courteous manner ensuring all customers are provided with the best level of service
* Mentor and coach advisors to deliver against business objectives and individual goals
* Carry out regular performance reviews and 121s
* Engage, train, support and develop a team to enhance business, customer and individual performance
* Monitor and manage team performance and identify areas for improvement
* Manage escalated cases and stake holder sensitive cases through to completion, ensuring you demonstrate professional, efficient and polite interaction with the customer and when providing feedback to the business at all levels
* Motivate individuals within the team in order to generate a vibrant, positive, team orientated culture which is focused on delivering outstanding customer service

Required Skills and Experience:
* Previous experience of managing a team within a Call Centre environment
* Excellent communication skills and the ability to negotiate and influence across all levels of business
* Confidence, drive and an outgoing personality
* The ability to multi-task and think on your feet
* A real passion for customer service excellence

We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you've been waiting too long, please do get in touch and we'll always do our best to give you feedback on your application.