Customer Support Team Manager

About us

At Kwik Fit Mobile our Customer Support Teams are at the heart of everything we do. We are pivotal in delivering an outstanding service to both internal and external customers and ensuring overall success through controlling progress. Our Contact Centre based in Warrington is expanding and looking to engage customer focused individuals with a passion to create a positive experience for every customer by effectively managing expectations, and actively problem solving whilst working with a hybrid flexible working agreement, home, office or both tailored to suit. Our employees are dedicated, extremely hard working and loyal. As a company we understand that Learning and Development is important for healthy growth and progression of staff at all levels. We encourage our employees to have fun, work as a team, respect each other and be proud of the work they achieve. So, if this sounds like a place you would love to work, why not come and join us and become part our amazing Kwik Fit family.

The role

Reporting to the Resource Planning Manager, the Customer Support Team Manager is part of the leadership team of Kwik-Fit Mobile, leading their team of Customer Support Agents by motivating and inspiring them to surpass their potential; delivering exceptional customer service whilst meeting and exceeding departmental objectives and targets.

The Customer Support Team Manager role is a vital in creating sense of ownership within the team, ensuring a culture or continuous professional development, through actively encouraging, supporting, motivating and effective performance management.

Key accountabilities

Managing the monitoring, organisation and coaching of the team on a day to day basis, documenting general reports on each team member's performance against targets.
Carry out weekly/monthly team meetings and actively participate.
Ensure regular 1:1s, buzz sessions and personal engagement sessions are completed and documented.
Take ownership of own and team's Professional Development Plans, with clear objectives and appraisals.
Effectively identify each CSA's strengths and areas for development from performance data, working with them ensure success.
Manage and develop CSA performance, ensuring any under performance is addressed via the Company Performance Improvement Process.
Effectively manage team attendance within agreed company timelines and procedures
Conduct any disciplinary hearings in line with company policies.
Brief and train new staff on policies and procedures
Participate in the recruitment and interviewing process
Plan own diary to ensure all agreed tasks completed
Prepare Management Information relating to individual team and CSA performance for review with Head of Department
Attend and contribute to management/department meetings where required
Demonstrate Company values and vision in own role, whilst instilling these in your own team
Develop a culture of getting things right first time, every time, alongside an open and honest working environment.

Skills & experience

Minimum of 2 years Team Manager/Leader experience is ideal
Proven management experience of a telephone based sales/technical/customer service team is essential
Demonstrable ability of team management in a challenging goal oriented environment
Confident and influential communicator at direct report, colleague, and management level
Excellent managerial, operational, and organisational skills
Confident in their ability to manage difficult and complex personnel and business situations gaining positive outcomes
Team orientated the ability to demonstrate resilience and build trust
Demonstrable drive to achieve whilst maintaining a positive, proactive, and professional approach
Strong sense of responsibility and integrity
Ability to handle escalated calls, complaints, questions, and queries as necessary
Good standard of IT skills

Other

Effective delivery of coaching and implementation of support plans for all CSAs
Team consistently meeting or surpassing targets regarding efficient problem solving and minimisation of cancelled jobs

Job Reference: KF09672