Job Description

Job Title:

Customer Engagement Team Manager

Salary:

Up to 35,000 depending on experience

Benefits:

Hybrid Working | Medical Cash Plan | Sickness Income Protection | Life Assurance | Birthday Off | Cycle to work and EV Salary Sacrifice Schemes

About the Role

In this role you will lead a dedicated team focused on delivering outstanding support and service to our reseller partners. Your responsibilities will include setting clear team objectives, assigning tasks effectively, monitoring individual and team performance, and cultivating a positive, high-performing work environment. Additionally, you will play a key role in identifying opportunities for process and system enhancements to drive greater efficiency and elevate the quality-of-service delivery.

Key Responsibilities

Team Management: Lead, mentor, and develop a team of customer service representatives to achieve performance targets and provide exceptional customer service.
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Performance Monitoring: Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.

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Training and Development: Identify training needs and organize training sessions to enhance team skills and knowledge.

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Customer Interaction: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

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Process Improvement: Analyse customer service processes and implement improvements to enhance efficiency and customer satisfaction.

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Reporting: Prepare and present regular reports on team performance, customer feedback, and service metrics to senior management.

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Collaboration: Work closely with other departments to ensure seamless customer service and address any inter-departmental issues.

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Compliance: Ensure the team adheres to company policies, procedures, and regulatory requirements

Key Delivery Areas

Service Delivery People Management Process Improvement

What you will bring to the role

Essential

Extensive and demonstrable experience of excellent customer services, within a supervisory or leadership role. Strong leadership and team management skills. Excellent communication and interpersonal skills. Problem-solving and conflict resolution abilities. Proficiency in customer service software and tools. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Desirable

Telecoms experience preferable

Nimans is part of the Midwich Group. We are an equal opportunity employer and welcome applicants from all backgrounds. If you meet the requirements and are interested in this opportunity, please submit your CV for consideration.


We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as soon as possible.


Please note all roles that move to offer are subject to receipt of satisfactory references.

All candidates must have the right to work in the UK.