Customer Service Manager
Newbury, Berkshire
£45,000 per annum 
Permanent 

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Are you experienced in customer services call centre/contact centre management?

Have you managed managers, and/or have ops management experience but can be a hands on team player whenever required?

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Electronics, Communications or some form Tech Industry experience is essential.

Qualification or Degree in Management is desirable.

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Exciting permanent opportunity available - full time Monday-Friday 8.30-17.00, Newbury office based.

Full responsibility of staff recruitment, appraisals, disciplinaries, training and development, target and KPI management, 3rd line customer escalation resolution responses and more.

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Confident communication, organisation and CRM skills are required.
Annual bonus, 25 days annual leave + superb benefits package available.

 

Responsibilities

• Lead, inspire, develop and motivate Team Leaders

• Manage all aspects of the team’s day-to-day management and work allocation

• Ensure performance is in line with agreed KPIs & SLAs.

• Act as an escalation point for team members

• Training and development of the team, leading by example at all times

• Resolve 2nd/3rd line customer escalations

• Building access control, health and safety compliance, and coordination of facilities-related activities.

• Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience

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Experience required:

• Experience of managing customer service teams - leadership/motivational skills

• Experience in recruitment and performance evaluation

• Excellent interpersonal and communication skills both written and verbal

• High-level problem-solving abilities and the ability to work under pressure

• Proficient user of MS Office and CRM systems

• Experience in a technical industry

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​Please contact Gemma and Kerry now for further information and to be considered.

2-Recruit is an equal opportunities employer.