Customer Support Team Manager

Take the lead in redefining customer service excellence. As a pivotal driver of operational efficiency and business growth youll inspire a highperforming team to deliver outstanding customer experiences that foster loyalty and boost revenue. Champion the Voice of the Customer influence companywide service culture and align your teams success with strategic goals. This is your opportunity to make a lasting impact on customer satisfaction and the brands legacy.

Key Responsibilities:

Leading with Energy and Purpose

• Team Performance & Development: Be the ultimate advocate and coach! Help your team crush KPIs (CSAT FCR AHT) by fostering a growthfirst mindset. Give timely feedback track progress host impactful 1:1s and accelerate new hires rampup time with handson support.
• Operational Oversight: Keep the daily engine running smoothly. Manage shifts across all channels adjust workflows to match demand keep everyone in the loop with updates and spot trends before they snowball.
• People Management: Be your teams goto problem solver. Resolve grievances ensure wellbeing manage attendance and create break schedules that balance coverage with breathing room.
• Productivity Powerhouse: Keep an eagle eye on productivity in real time ensuring the team hits efficiency goals while keeping service targets on track.
• KPI Mastery & Reporting: Turn data into action! Monitor team performance spot opportunities for growth and share actionable insights to drive success.
• Escalations & Complaints Wizard: Tackle tricky customer issues (P1/P2) like a pro ensuring speedy resolutions and seamless service. Partner with tech teams to squash problems in real time.
• Safer Gambling & Compliance: Be a champion for responsible gambling. Equip your team with the training they need to identify and address risky behaviors always staying ahead of the regulatory curve.

Customer Service Leadership: Excellence with a Spark

• Drive Service Excellence: Launch initiatives that wow customers and refine operations. Partner with teams to deliver standout results.
• Master Workforce Management: Balance workloads like a pro. Make realtime adjustments and work closely with leadership to plan ahead.
• Be the Voice of the Customer: Analyze feedback advocate for improvements and build loyalty that lasts.
• Collaborate for Impact: Unite departments with insights and strategies that enhance overall performance.
• Operational Trends Guru: Keep stakeholders in the know with sharp reports on trends issues and opportunities.

Team Growth: Building a Vibrant Culture

• Fuel Growth: Coach mentor and create growth plans that build a resilient and adaptable team.
• Inspire Greatness: Keep spirits high with updates celebrations and engaging activities.
• Celebrate Wins: Recognize and reward top performers to keep motivation soaring.

Qualifications :

• Management qualification or relevant degree with a minimum of 23 years experience managing medium to large teams in a contact center environment
• Good IT skills including use of Microsoft office
• Knowledge of Salesforce
• Strong leadership coaching and developmental skills
• Excellent communicator and ability to negotiate and influence with a coaching style
• Outgoing with a driven focus to succeed and deliver targets
• Ability to motivate inspire and engage with the team to deliver a high energy environment
• Strong problemsolving skills with high attention to detail
• Resilience with the ability to plan organise and work to competing demands and deadlines

Additional Information :

Youre probably wondering outside of a fun exciting and varied role what else do you get Youll get a fantastic salary combined with some leading benefits. is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks were here for you.

Well also invest in your growth by providing development opportunities leadership training and cuttingedge industry certifications so you have the tools and resources to help you work win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made please reach out to let us know ahead of your interview. 

Remote Work :

No

Employment Type :

Fulltime