Call Centre Team Manager

Country :
United Kingdom
Town :
LEICESTER
Category :
Sales
Contract type :
Permanent
Availability :
Full time

Company description

You know Next, but did you know we’re a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 540 stores, plus the Next Directory and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!

Job description

Our Next Customer Service team continues to grow and we are looking for a number of Team Managers/Leaders to join the vibrant team to help in establishing a rewarding and engaging working environment.

The Role:

Working within our fast paced UK Customer Service team at our contact centre, you’ll inspire outstanding operational performance, through leading by example and providing clear direction and effective leadership.

Team Managers will actively motivate, coach and manage 15 - 18 individuals within their respective teams and wider department to provide exceptional customer service (no sales), agreeing objectives and measures to deliver excellent return on investment.

You will:

Manage, motivate and develop a team to ensure they are delivering exceptional customer service.

Set objectives and provide constructive feedback as well as coaching your team to achieve standards inline with company values.

Encourage success and contribute to the delivery of great service to ensure the Next brand remains strong.

Build strong relationships to enable a positive working environment.

Profile

About you:

Must have experience of managing people, ideally within a call centre environment.

Have an analytical mind-set with strong attention to detail.

Able to make decisions confidently even when facing changing priorities.

An excellent communicator both verbally and written, with an ability to communicate clearly and coherently with all levels.

Excellent understanding of what a great customer experience is and can coach and develop the team towards this goal.

All successful applicants will be subject to criminal & credit checks in line with our Reference Policy.

- Bonus Scheme
- Pension Scheme
- ShareSave Scheme
- Life Assurance
- Childcare Vouchers
- Staff Discount
- On-site Nursery