Customer Service Team Manager

　　Req ID#: 379655

　　Kingston upon Thames, GB, KT2 6LZ

　　Job Description:

　　About Us

　　At Foundever we are always on the lookout for fresh, new talent to join the team.

　　If you feel you are a natural leader and have a passion for seeing people grow, we want to hear from you.

　　Take a read of the below and register your interest now by uploading your CV and Cover Letter.

　　As a Customer Service Team Manager , our people are your customers. You play a pivotal part in putting your team first and inspiring them to be successfuland grow with us. We advocate for a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

　　It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engagement and motivating your team. It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures. By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

　　What can we do for you:

　　Salary from £27,000 to £29,000 per annum

　　10% Monthly Bonus

　　Casual dress code

　　Fantastic learning and development opportunities

　　Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals

　　Summary of responsibilities:

　　Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.

　　Follow a process of continuous review and proactive management of absenteeism and attrition for all advisors.

　　Continually review and monitor work performance of all advisors against agreed KPI’s.

　　Ensure advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.

　　Facilitate a culture of open and honest two-way communication with all team members.

　　Ensure action from employee satisfaction surveys are implemented and continuously reviewed.

　　Coach, develop and motivate advisors by providing the skills and knowledge to perform their job.

　　Ensure appropriate actions are taken to improve client satisfaction survey scores.

　　What we need from you:

　　Evidence of effective interpersonal, coaching and leadership/supervisory skills.

　　Previous experience working in a call centre environment is essential.

　　Excellent telephone, computer/keyboard, verbal and written communication skills.

　　Good numeric and verbal reasoning skills.

　　Effective problem-solving skills.

　　Performance Management skills.

　　Client/customer management skills.

　　Why work at Foundever?

　　Our office is based in the heart of Kingston town which offers a bustling market town, on the banks of the River Thames, plenty of shops and options for lunch in restaurants or cafes.

　　We are a multilingual hub who specialise in languages. Each person in our organisation brings a unique set of skills, backgrounds and cultures. Our success lies in our diversity, and our differences are our strength.

　　What are you waiting for? Start your Foundever journey and click apply!

　　Creativity, Commitment, Connection at Foundever Group®

　　Data Notice

　　Foundever Group is an equal opportunity employer. We value our diversity and we’re committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

　　If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

　　The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

　　Job Segment: Call Center, Service Manager, Performance Management, Manager, Customer Service, Human Resources, Management