Job Overview:
As a Customer Service Manager, you will be working as part of an effective management team, leading a team of customer service advisors to ensure SLA is achieved day in day out, with a focus on ensuring key performance measures are met whilst ensuring the customer service team receive regular feedback and coaching in line with their development goals and team KPIs, all whilst maintaining excellent standards of customer service.
Who we’re looking for:
You’ll need to have previous experience of managing a team in a customer service environment; be this retail, contact centre or in a related field with a focus on wellbeing, engagement, coaching and development.
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You should be a strong communicator, able to manage expectations and handle sometimes difficult conversations with customers and members of the team
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Be able to present yourself in a professional manner, working with stakeholders of all levels communicating in a calm, patient and concise manner
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Be confident in your decision making skills, able to act quickly and decisively to rapidly changing situations and problems that may arise on a daily basis
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Be analytically minded, with strong attention to detail, a focus on identifying areas of improvement and change whilst being confident in presenting suggestions to improve efficiency.
What you’ll be doing:
Your tasks will include, but are not limited to the below, and may vary in priority depending on changing circumstances and priorities on any given day or week.
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Managing the custmer service team to ensure the team are motivated, engaged and providing excellent customer service training and ongoing development of new customer service team members
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Supporting with customer service workstream as and when required to ensure we meet SLA
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Serve as an Subject Matter Expert (SME) for all customer service related questions and queries from the team
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Resolving escalated customer queries and complaints
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Monitoring average ticket duration, performing RCA and identifying trends
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Monitoring individual calls, chats and emails to ensure quality, efficiency and knowledge levels are maintained and improved
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Performance reviews for team members
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Creating intervention and improvement plans for team members
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Suggesting, monitoring and creating reports to support the customer service team
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Suggesting new procedures to improve customer service team performance
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Resolving escalated customer issues
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Motivating customer service team to meet personal, team and company goals and objectives
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Leading shifts and ensuring we consistently achieve SLA
What’s in it for you:
Well, 92% of our team believe that someone at work cares about their wellbeing, with 96% feeling they have been able to learn something new and do what they do best.
However, we want to reach 100% of our team and reward them for their hard work, so we are constantly looking at new ways to give back and acknowledge the efforts made each day, please see some of the ways we currently give back to our team:
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A relaxed, professional working environment in a light, modern and clean office space
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We are located a one minute walk from the West Country Bentley bus stop, serviced by the GREEN, B and 2B bus routes and is a 10 minute walk from the new Marsh Barton railway station (opens 2023)
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28 days annual leave
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20% staff discount available across our full range of products
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Full access to our rewards system, exclusive discounts, general rewards and point based rewards
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Free onsite parking available 7-days a week with a bike rack for the cyclists among you!
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Height adjustable desks and chairs as standard to maximise your comfort at work
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Company pension scheme
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Regular company funded staff events such as go karting, games nights, boat trips and bowling amongst others!
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Quarterly, director led, interactive, business presentations focused on giving you insight into the growth and challenges the business may be facing, ending with our colleague reward and recognition event!
Alliance Automotive Group (AAG) is a leading distributor of light and commercial vehicle parts to the automotive aftermarket, serving over 35,000 repairers across the UK & Ireland.
AAG is owned by Genuine Parts Company (GPC), the number one parts distribution business in North America, leading to an increased level of synergies helping achieve record growth.
