Customer Service Shift Manager
CUSTOMER SERVICE SHIFT MANAGER
MANAGING A WORLD CLASS CUSTOMER SERVICE TEAM WHILST ENSURING VITAL SLA'S ARE MET
Customer Service Shift Manager
Based in Central Birmingham
£23,000
40 hour week Monday to Sunday
12 hour shifts (07:0019:05 and 19:0007:05 am)
Unsociable workable hour shift allowance
Our client is one of the world’s leading project development and construction companies, employing about 57,000 employees.
This is an organisation working with a number of high profile projects within the highways sector ensuring that strict deadlines are adhered to. Due to company growth out client is now looking for a customer service shift manager to manage a team of 10. The role will be responsible for managing r all customer interaction by telephone, recording details on their bespoke system and continuous monitoring and reporting of events and incidents via inbound and outbound calls. The role will entail:
- Managing the performance and development of all Coordinators,
- Motivating the team
• Managing and monitoring inbound/outbound call performance
• Initiating escalation processes where necessary
• Helping with staff queries and dealing with complaints in a timely and professional manner
• Quality auditing of Coordinators
That's why we need someone that is highly computer literate with strong management skills within a contact centre environment with the ability to operate a number of different systems simultaneously. Must have experience in a full management role including one to ones, appraisals and performance management issues and be able to commit to the shift patterns.
The successful candidate will:
• Be confident, professional and customer focussed
• Be committed to meeting the expectations of internal and external stakeholders and providing a first class service
• Have excellent communication and interpersonal skills. Able to cultivate and maintain good working relationships with both internal and external stakeholders at all levels
• Enjoy the challenge of working in what can be a pressurised environment with a lot of client interaction
• Have a passion for delivering excellent service and are able to think on your feet
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