Customer Operations Shift Manager
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| Job Type | Permanent Full Time |
| Location | Brighton, East Sussex |
| Area | East & West Sussex, England |
| Sector | Management |
| Salary | £30000.00 - £31000.00 per annum + Bonus and Amazing Benefits |
| Start Date | ASAP |
| Job Ref | BBBH617_1693842974 |
- Description
Team Leader - Customer OperationsWe are working with the industry leading business within Travel who have a buzzing office in Brighton. They are busier than ever and are looking for an enthusiastic and experienced team leader/team manager to join them on the customer operations side.
Team Leader - What will I be doing?
You will be one of two managers running the customer services team day to day. You will manage performance by providing coaching and feedback to the team, alongside using the tools available to you to manage their live inbound contacts, customer complaints, general queries and booking support.
- Deliver regular reporting/insight on your team and the operation.
- Acting as a voice of operations within the wider business
- Identifying training needs and delivering training sessions to support these.
- Quality control and reporting for your team across all forms of contacts and tasks.
- Managing absence and staffing levels to ensure targets are met
- Take part in creating a positive culture within Operations, fully understanding the customer journey, supporting continuous improvement day to day.
Team Leader - What experience do I need?
We are looking for someone who has proven experience of helping to run teams in a contact centre.
- Previous Management/Team Leader experience essential, 2-3 years
- Effective coaching and leadership skills.
- Strong multitasker, able to balance across business priorities.
- Able to organise and plan your own time
- Excellent customer service understanding
- Strong IT skills - you need to be tech savvy - they use lots of different systems / tools
Team Leader - What else do I need to know?
The role works across a 7-day shift pattern up until 8pm latest. This is a hybrid role so 2 days a week you will be based in the office in Central Brighton but if you are on a late shift or a weekend you are able to work from home. It is a fast-paced environment, and the lovely open plan office is in a fantastic location, they offer a range of company benefits to help you achieve your personal and career goals this includes an annual bonus.
