At Totaljobs Group, we help everyone get the job that best fits their life. Whether it is the next step in their career, or a job to pay the bills - we exist to match lifestyles with livelihoods.  

We play our part by giving people everything they need to find the right job for them in that moment; making jobs work for more people, whatever they do, and however they choose to do it. 

We also have a hybrid approach to working from home and in the office!

We are looking for a Customer Service Manager to manage multiple team's performance on a day to day basis ensuring the team are providing nothing but the best. 

Reporting into the Head of Customer Service, this role is multi-functional across three areas of our Customer Service org.

Working closely with direct reports (Team Leaders) and other Managers within the org and across the business, this role is responsible for delivering on KPI’s as well as leading the team to constantly improve quality and efficiency in ways of working.

Key Responsibilities:

• Be an escalation point for Customer Service queries where they cannot be resolved by the team or Team Leader.
• To provide operational support to help achieve targets/sales for customer service activities.
• Day to day management, ensuring the team are working efficiently and effectively following correct procedures and policies.
• Monitoring and quality checking to ensure all our stakeholders are receiving the best possible service.
• Ensuring SLA's are being achieved and exceeded where possible 
• Implementing best practice.
• Regular 1-2-1's with direct reports across multiple Customer Service functions to identify areas of improvement, development and success.
• To coach, motivate and improve the team's performance.
• To collaborate and provide suggestions on any process and efficiency focused projects.
• To participate in customer service projects.
• To be involved in the recruitment of new team members when required, including interviewing and selection.

Skills, know-how and experience:

• This is an ideal role for someone with existing customer service team experience who has a minimum of 3 years management experience
• A natural empathetic style and clarity in communication
• Strong attention to detail with the ability to work under pressure and to assigned deadlines
• Knowledge of call centre environments including NPS/Customer Satisfaction Surveys
• Knowledge of various customer communication channels, live chat, phone, email, video conferencing and webinars
• Experience in using CRMs for example Salesforce
• Passion and enthusiasm for delivering excellent customer service
• Analytical with the ability to prioritise work
• Outstanding communication skills to enable you to build effective internal and external relationships
• Excellent organisation and problem-solving skills
• Experience meeting deadlines and performing under pressure

Benefits and Rewards - How we recognise our employees hard work and talent:

• Holiday - We feel work-life balance is important, so we offer every single one of our employees 29 days holiday a year, plus public holidays.  Everyone also has the option to buy or sell up to three days each year in our Holiday Flex scheme. 
• Family Leave - At TJG we understand that laying the foundations for a smooth start to family leave will also make for an easier transition back to the workplace and subject to qualifying criteria, the benefits under the Company Family schemes are more generous than required under current legislation.
• Pension Scheme - To help our people plan for their future we offer a competitive pension scheme.
• Eye Tests - Every employee receives a voucher which entitles them for a free eye test every year.
• Medical Insurance - All employees are eligible to apply for private medical insurance cover which also includes a digital GP service. 
• Charity- Each Totaljobs Group employee receives x2 additional days off every year to volunteer to charitable causes. We also give our employees the chance to 'give as they earn' meaning they can donate tax-free to a registered charity, and Totaljobs Group will match their contribution up to a value of £10 per month. 

For more information about Totaljobs Group benefits please look at the Totaljobs Group career site. 

Totaljobs Group are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

When you apply for a role with us you will be asked to complete an equal opportunities questionnaire. If you have any questions about this, please feel free to reach out to one of the team.