Customer Service Team Manager

Description:

Looking to work within a vibrant company, combining 25 years of industry expertise with ongoing investment in cutting-edge technology to drive future success? Seeking a role where proactivity is welcomed, with scope to develop and grow?

Viking have an exciting opportunity for a Customer Service Team Manager to join our team based in Leicester (1 day home working per week) . You will join us on a full-time, permanent basis and in return, you will receive an excellent salary and benefits package.

We are Viking. We provide business supplies and services to help our customers work better - whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials.

Benefits of joining us as a Customer Service Team Manager:

Generous pension (matched contribution up to 6% of your monthly salary)

PMI via AXA for your partner and dependents living in the same house up to 24 years of age

Life assurance, including:

Free global travel insurance

Discounted gym membership

Staff discount 

25 days holiday plus bank holidays (rising to 27 days after 5 years' service)

Non contractual bonus dependant on company performance 

8 hours paid appointment time per annum

£10 pcm contribution towards running costs when you work from home 2 days a week 

Employee Assistance Programme

Free on-site parking

Leicester:  Subsidised canteen

About the Customer Service Team Manager role:

You will be responsible for ensuring that you and your team deliver outstanding service to our business customers.  You will coach, motivate, monitor and review the performance of up to 12 (FTE) Customer Service Advisors, as they interact with customers, resolving queries and identifying selling opportunities, through inbound calls, email and chat.   

You will foster a supportive, fun and healthy environment, to allow your team to achieve individual and team Key Performance Indicators (KPIs). You will provide guidance to resolve queries and on the use of the Customer Relationship Management (CRM) and other systems. You will encourage clear communication, information sharing and best practice across your team to develop staff and continuously improve the service. You will create novel challenges to motivate and enthuse your team to go the extra mile to enhance the customer experience, develop customer loyalty and grow our long-term customer base.  

Your responsibilities as our Customer Service Team Manager will include:

Lead and motivate a team to deliver excellent customer service to our business customers. 

Recruit and induct team members, provide or organise training and progress them through the probation review process. 

development and conduct appraisals and performance reviews. 

Communication company and team objectives to team members with provide them with information and advice to empower them to achieve and exceed expectations   

Provide guidance and ensure the appropriate use of the Customer Relationship Management (CRM) systems such as Salesforce or other systems. 

Foster a spirit of teamworking and cooperation where information and best practice is shared. 

What we’re looking for in our Customer Service Team Manager:

Significant experience leading a team in Customer Services, Marketing, Sales, Retail or Customer Relationship Management environments. 

Evidence of a ‘customer focused’ approach, where the customer is central. 

Strong interpersonal skills promote a positive team spirit.  

Ability to embed processes, drive consistent high-quality standard and deliver results across a team. 

Integrity and willingness to take ownership of issues and reliably ‘lead by example’. 

Energy, drive and an ability to act decisively in a fast-paced environment. 

Clear written and verbal communication skills, to interact with customers with confidence and inform and influence colleagues across the business. 

Computer literacy, specifically proficiency in Microsoft Office applications 

Flexible approach to working conditions and hours.  

Ability to manage multiple projects and activities. 

Ability to analyse and interpret information objectively to identify key causes and solutions quickly.  

Want to join our team? If you feel you have the skills and experience required for the Customer Service Team Manager role, please click ‘Apply’ today and take your next step towards a career with Viking