Customer Service Team Manager
Newcastle Upon Tyne
Full-time, permanent
Salary: £29,000 pa Basic + up to £2,400 pa Performance Bonus
Working hours: Shifts rotational between 8am 9pm Mon to Sun 5 on 2 shift cycle flexible to business needs
Holidays:21 days holidays (increasing to 23 days after 1 years service) plus bank holidays
Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.
What you will be doing:
Provide excellent customer experience troubleshooting technical issues within our busy Inbound team, managing all issues relating to the customer, real incidents, and any other customer related complaints
Managing & monitoring the existing teams, ensuring the service level is maintained through effective delivery of a suite of KPI targets
Floor walking to assist the team and ensure they are working efficiently and effectively
Quality management, utilising 1:1s and performance management and call monitoring of your own team
Scheduling the team rotas to ensure enough coverage to meet operational demands
Liaising with other operational areas to ensure customer service is aligned with a joined up approach
What were looking for:
Advanced excel for reporting suite
Advanced PowerPoint for reporting and presentations
Experience in managing a team
Customer oriented, genuine passionate about customers' security and safety.
Ability to multitask effectively whilst keeping a high level of service quality.
Proactive and work effectively and efficiently.
Target driven able to deliver SLAs and KPIs
Reporting with accuracy and attention to detail
Excellent communication skills with problem solving attitude.
Like working in a team and you are a team player.
Have computer and MS office skills.
Love learning in a dynamic, fast paced and thriving environment.
Motivated and willing to accept new opportunities.
Benefits Package
We're dedicated to supporting our staff with fantastic benefits as part of your Verisure package. Your benefits will include:
Birthdays Off
Onsite canteen & coffee shop
Discounted Gym & Health Club Membership
Contributory Pension
Free parking at Quorum Business Park near businesses such as Concentrix and Tesco Bank (Subject to Permit)
Bupa Private Healthcare and MediCash Cash Plan
PerkBox - discounts from major retailers such as Morrisons, M&S, Sainsburys, Tesco, Amazon and others.
Enhanced Maternity & Paternity Schemes
Employee Referral Cash Reward
Employee Alarm Discount
Cycle to work scheme
Verisure Career Opportunities
A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills.
With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.
Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.
Diversity and Inclusion
Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow.
Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.
Ready to join our team and make your dream job a reality? Apply today and well get in touch!
Be you. Be more. Be Verisure.
All employees must complete a DBS check, provided by Verisure to all successful candidates.
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