Call Centre Team Manager
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!
Due to our growth, we are looking for a fantastic Team Manager to join the vibrant Home Customer Service team to help in establishing a rewarding and engaging working environment.
If you love working in a fast paced environment and helping Advisors succeed and deliver exceptional customer service, this is the job for you!
Working within our fast paced Home Customer Service team at our new 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 11 - 15 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 really can make a difference.
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.
We are looking for an individual who is as passionate about people management and customer service as we are!
Must have experience of managing people 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. In order to apply for this position you must not have had an unsuccessful application for a similar role within the last 6 months.
- Bonus Scheme
- Pension Scheme
- ShareSave Scheme
- Life Assurance
- Staff Discount