Recruiter

JOBG8

Location

Lancashire

Job term

Permanent

Job hours

Full time

Call Centre First Line Manager - Lancashire

Our client is a leading UK corporation with a current requirement for experienced First Line Managers who will be
required to lead a team of Customer Service Advisors to deliver excellent results in a combination of service, sales and
loyalty with the customers that their team deals with in a highly efficient manner.

For this role you will be in charge of the following Key performance Indicators;

* Service - First Contact Resolution, driving an outstanding customer experience that is felt not by just but by our
customers, whilst bringing our values alive to achieve this.

* Loyalty - Ensuring through excellent customer service in dealing with queries and providing customers with the
products and contracts that they need to keep them using our client in the future.

* Sales - Offering the products that the customers want and use to increase revenue for the business and satisfaction
and loyalty in our customers.

* Efficiency - Ensuring the advisors deal with customers in an efficient manner both for the benefit of the business
and dealing with our customers in an efficient manner that requires the lowest possible effort on their part.

Responsibilities;

* Coaching in a motivational manner to improve advisor performance to the highest standards through behaviour and
technical coaching whilst also ensuring compliance is adhered to.
Able to plan an individual's development effectively to meet challenging targets and recognising achievement
consistently in that individual.

* Communicate effectively and honestly with advisors to enable the best possible performance within the team using a
variety of methodology in coaching styles.

* To build and maintain good relationships within Customer Service and across the business to create benefit for the
team, the site and the business as a whole.

* To be able to demonstrate an excellent knowledge of Key Performance indicators, what drives them and why the targets
are set as they are for the business.

* To demonstrate an outstanding knowledge of products and processes within own product areas.

* To maintain and support the culture of the site at all times, setting the example as a role model and addressing any
issues that contradict the culture and impact the site.

Skills/Experience;

* Management experience within a challenging environment involving customer service and selling

* Experience in leading and developing a team of people to achieve excellent operational results combined with
excellent coaching/mentoring skills

* Great Customer Service ethos

* Strong team ethos and great communication skills