Customer Service Team Manager

Job Overview

Sale, England
Job Type
Full Time
£26,000 - £30,000 Per Year
Date Posted
14 days ago

Additional Details

Job ID
Job Views

Job Description

Our Story
Verastar was established in 1998 and is one of UK’s leading providers supplying a wide range of essential services – Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:

  • The Lloyds Bank National Business Awards 2019
  • Greater Manchester Business Awards 2019
  • Lanarkshire Business Excellence Awards 2019

Your Role

As the Customer Team Manager, you will be the first point of contact for escalated complaints, ensuring that our customer dissatisfaction process is adhered to by you and your team. You will successfully work together as a team to ensure customer calls and tickets are resolved as quickly as possible and in line with department targets and SLA’s. You will contribute to the success of the team by achieving your own personal performance objectives and understanding how both yours and your team's contribution affects the overall performance of the Customer Service department.

You will be responsible for supporting the recruitment of the right Customer Service Advisors to the team and supporting their experience during induction to the company and our processes. Once the team have completed their induction and joined the call centre floor, you’ll be responsible for the leadership, coaching, and motivation of your team in order to meet the targets, and KPI’s set by the business

Working in a fast-paced environment that embraces change, you'll analyse, evaluate and report on individual and team performance against targets and invest time in your team so they can realise their full potential. You will use a number of resources to identify opportunities for further training and development of your team and the wider department across both of our customer service sites.

Experience Required

You’ll be a great team player with a confident communication style and a passion for motivating others.

You will also need the following;

  • 12 months demonstrable evidence of managing and coaching a Customer Service Team in a contact centre.
  • Previous experience of leading a Telecoms Customer Service team preferred, but not essential.
  • Demonstrate evidence of an ability to follow and coach technical process workflows.
  • Evidence of meeting / exceeding KPI & Quality targets.
  • Ability to identify Quality Assurance gaps, and evidence of successfully addressing the issues.
  • Experience of effectively handling escalated queries.

Why Choose us
Across The Verastar Group, we’re passionate about creating an inclusive team and celebrating our diversity. Not only because this is the right thing to do, but also because we understand the commercial advantages that come with having a range of experiences, cultures and voices within our team. We aim for our colleague mix to reflect the diverse communities in which we operate and we’re striving to achieve this every day.

We all have a role to play in creating a great working environment which welcomes and celebrates difference, and which we can all feel proud to be part of.
Our core values embody the way we look after our customers, and the way we treat each other:
UNITED – We are ONE team
PASSIONATE – We go the extra mile
INNOVATIVE – We find a better way
STRAIGHTFORWARD – We keep things simple

As well as being a great place to work, we offer impressive benefits too;

  • STAR Bonus Scheme – Up to 10% of your annual salary
  • 25 days holiday plus bank holidays and the option to buy more through our buy and sell holiday scheme
  • Online discount platform STAR Rewards – Offers discounts at 100s of high street and online stores
  • Free on-site gym
  • Free Life Assurance
  • Employee assistance programme
  • Company pension scheme
  • Cycle to Work scheme

Where to find us
We’re based in the heart of Sale Moor Village next to Sale Water Park, only a stone’s throw away from the M60 and just a short walk from the Airport Metro Link line and Sale Town Centre.

What happens next
If you’re looking for a new challenge with great benefits at an award-winning company, then Verastar is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.


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