Customer support

About The Role

Here at CarFinance 247 we are currently recruiting for a Customer Support Manager to join our team. The Customer Support Manager will manage the day to day running of the department, including the management and monitoring of workloads, queues & performance.
Responsibilities for the Customer Support Manager;
  • To consistently review department processes to become more streamlined and effective
  • Conduct regular 1-2-1’s, fully understanding the performance of each team leader and managing any issues relating to sickness, absence or conduct on your team
  • Investigate and address any service complaints made against team members in line with company standards and procedures
  • To undertake coaching sessions and development sessions with all team members to ensure work is completed to the expected standard and completing the appropriate documentation
  • Ability to analyse and interpret quality metrics to provide recommendations on where performance could be enhanced & improved
  • To undertake training and development sessions with small groups of advisors
  • To address and manage any people and/or performance issues developing performance improvement plans (PIPs) as appropriate and liaising with the HR team as appropriate
  • Conduct individual probation reviews where required
  • Undertake any grievance and disciplinary activities and meetings
  • Hold motivational daily and weekly briefings and monthly team meetings to build and maintain team relationships and morale
  • Facilitate day to day team activity such as absences, return to work interviews - keeping records up to date at all times
  • Coordinate weekly and monthly reports for the team and the Operations Manager

About You

Desirables for the Customer Support Manager; 
  • Minimum of 1 year people management experience within a customer centric environment.
  • Minimum of 1 year experience in managing and coaching team leaders.
  • Experience of working in a pressurised customer service environment.
  • Experience of monitoring and managing individual (and team) performance.
  • Experience and awareness of how to motivate colleagues and drive performance. 
  • Ability to undertake one to one coaching and development activities including giving feedback.
  • Ability to build a rapport with team members and work in collaboration with wider management.
  • Good organisational skills and ability to prioritise workload efficiently.
  • Strong time management skills.
  • Extremely self-motivated and enthusiastic.

About Us

CarFinance 247 is an award-winning business just outside of Manchester City Centre. We create personalised and high quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people. Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent

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