Customer Support Team Manager

Contact Centre Team Manager

Any 5 from 7 days  37.5 hours per week (includes weekend working)

Hours: 08.30 18.00 (8 hours shifts) (30 mins unpaid lunch) 

Competitive salary plus benefits and excellent career development discounted products and services and much more

Aylesford

We are currently recruiting a for a Contact Centre Team Manager to join the Customer Service team at our contact centre in Aylesford.

Reporting into the Telesales Manager you will be directly responsible for leading and motivating a team of up to 15 contact centre staff. Leading from the front accountable for the recruitment selection ongoing performance and development of your team leading a culture of empowerment where every service opportunity is realised.

The Team Manager is the key communication link between staff and the wider business ensuring effective proactive communication across their team.

What youll be doing:

• Be an advocate of change fully supporting your team and wider department in future visions and technologies
• Providing individual weekly coaching to drive an outstanding customer experience reduce AHT & improve sales
• Directly responsible for the development of the team leading from the front and inspiring the team to focus on personal growth.
• Support the leadership team in delivering the strategic plan for the department including participation in projects as required by the business.
• Effectively use insights and KPI data to identify opportunities to improve revenue reduce cost and improve customer experience.
• Energise your team to fully participate in incentives and process improvements ensuring the team understand clear goals & future vision
• Fully embrace the commercial operations communication framework including the delivery of 1:1s PDPs coaching huddles & cascades
• Supporting the leadership & resource & planning team to deliver desired service levels 
• Actively owning individual employee engagement plans & supporting the leadership team with department & site wide plans  

You:

• Youll be a natural people person and problem solver with a real drive to deliver results. 
• Be results orientated confident self-motivated with a positive attitude & strong commercial awareness.
•  Have a customer centric approach to business in all dealings with customers peers staff and suppliers. 
• Champion a coaching culture with excellent communication influencing and negotiation skills both written and verbal.
•  Have outstanding planning and organisational skills with an ability to work under pressure and prioritise in a deadline driven environment. 
• Role model Sysco values at all times leading inspiring & supporting your team to deliver an outstanding customer experience

Additional Information :

At kff everyone is welcome. We dont want you to fit our culture we want you to help define it and we actively celebrate the unique talents of each and every colleague. We dont just look at your CV were more focused on who you are and your potential. As part of our values we are committed to fostering a diverse and inclusive culture where everyone has a voice is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at kff and we recognise that kff can only thrive when everyone feels they belong. Well do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process speak to our resourcing team who will be happy to support you. 

Remote Work :

No

Employment Type :

Full-time