Team Manager - Part Time Evenings

Recruiter
Parseq
Location
Glasgow
Salary
From £21,000 to £23,000 per annum pro rata DOE
Posted
12 Aug 2018
Contract Type
Fixed term
Hours
Part Time

Do you have a background in leading, coaching or managing people to drive performance levels?

We are recruiting for a Team Manager to join our Customer Service & Technical team in our Glasgow office on a temporary contract until Jan/Feb 2019.

This is a great opportunity to work on behalf of a leading provider of smart home technology. You will provide support, development and leadership to a team of Advisors, delivering first level technical support & online to their customers.

We require an individual with good attention to details, good problem-solving skills, who are a role model to their team? If you have excellent motivational skills, enjoy leading a team and always put the customer first, then this could be the right job for you.

Salary: Up to £23,000 per annum pro rata DOE

Hours: 20 hours per week - Required to cover evening business hours between 5pm-9pm, including weekends on a 5/7 days

Contract – Temporary until Jan/Feb 2019

As a Team Manager in Customer Service, you’ll ensure that customer’s needs and expectations are satisfied. You would be responsible for managing a customer service team dealing with customer enquiries and getting the most out of your team to achieve client contractual KPI’s.

Tasks will involve but are not limited to

  • Lead a team of Service & Technical Advisors
  • Development of Advisors who provide world class customer service to both new and existing customers
  • Continual learning of the client’s products as they grow and change
  • Deliver against expected levels of performance
  • Identify and support underperformers
  • Follow company processes and procedures to ensure the best outcome for our customers
  • Ensure all Advisors adhere to quality and compliance standards
  • Attend weekly change meetings and update team and blogs with the relevant information.
  • Follow correct incident management procedures and guidelines


What you will need to succeed

You’ll have a great way with people and a positive approach to solving their problems, excellent listening skills and a natural passion for evolving innovative tech.

Ideally, you’ll have experience of working in a regulated, compliant environment. Experience of the utilities sector would certainly be an advantage.

  • Meticulous, with superb listening skills and an eye for detail
  • Motivated to meet expected levels of performance
  • Resilient, with the confidence to overcome challenges and learn from each new experience
  • Able to communicate clearly and calmly, letting your personality shine through
  • Flexible to meet customer and business demands
  • Work as part of a team supporting and coaching peers
  • Ability to multi task and navigate through multiple systems
  • Excellent verbal and written communication
  • Have an obvious passion for customers
  • Brand ambassador
  • Learn & share knowledge
  • Takes pride in what you do
  • Confident and credible with the ability to articulate in a clear and concise manner
  • Ability to deploy change effectively retaining all information provided
  • Pay attention to detail
  • Self-motivated through delivering excellent customer service
  • Can sustain a world class performance when in demand

Who we are

With Contact Centres throughout the UK, Parseq provides solutions to help our clients acquire new customers, retain their existing customers and/or improve efficiencies in their front and back office customer operations.


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