Customer Care Manager Motherwell, Scotland
Job description
Summary
- £46,000 - £61,000 per annum - This isn’t an ordinary job. This is an extraordinary experience.
Our award-winning Customer Care Department is the central point of contact for the general public and as such handles all manner of incoming communication. Ensuring customers’ enquiries are treated with the greatest possible care while dealing with feedback in a timely, professional manner is paramount to ensure these standards are maintained.
An opportunity has now arisen for a motivated, passionate, and organised Manager to join this vibrant, professional team reporting to Team Manager level.
What you'll do
- Leading and developing a team of Assistant Team Managers within the Contact Centre
- Overseeing escalated customer queries, liaising with other members of the team to resolve more complex issues that arise
- Liaising with Stakeholders within the business to ensure our Customer Care Strategy is met and supported throughout the wider business
- Handling personnel issues as they arise and conducting appraisals
- Processing any additional tasks required by senior management
- Management and development of Customer Care projects
- Ad hoc report preparation for all management levels
- Analyse and manage contact volumes and KPIs to ensure all targets are met
- Improvement of CSAT through analysis and change management of internal processes
What you'll need
- Previous Contact/Call Centre management experience is essential
- Previous experience of leading and developing a team of managers is desirable
- Excellent verbal and written communication skills
- A hands on approach to learning & assessment
- A self-starter, able to provide fresh ideas and always remain up-beat and enthusiastic
- Able to confidently lead and inspire a team to deliver first class results
- Business and performance focused, capable of devising and delivering successful strategies
- Strong MS Word, Excel and PowerPoint skills
- Strong multi-tasking and time management skills
- A strong, self-motivated leader with the ability to coach and inspire others to maximise their potential
- Passionate about quality and service delivery
- A good understanding of process improvement - dedicated to improving service, quality and efficiency
- Able to effectively analyse and interpret performance data
What you'll receive
This isn't getting by. This is getting what you deserve. Working at Lidl is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We're proud to offer a competitive salary starting from £46,000 -£61,000 (depending on experience) and a generous holiday allowance. Save for your future with our pension scheme, or save today with an in store discount, plus extra discounts on days out, cinema tickets and much more.
Please note your employment is conditional upon the Company's receipt of satisfactory references and if requested by the Company, a satisfactory Disclosure and Barring Service check.
Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
