Customer Relations Team Manager

Job content

• Actively work to create a positive atmosphere which motivates and provides direction for staff to perform in line with the team and departmental business objectives.
• To drive the team to hit individual and team targets.
• Manage and provide positive leadership for staff including performance management and creating the right work culture to deliver excellent customer care.
• Set and regularly communicate clear expectations of the appropriate behaviours of individuals through regular and effective coaching.
• Plan and proactively manage the organisation of resources through resource management.
• To ensure a strong focus on the growth and retention of the PHS customer base, to be managed through on first time resolution and customer care.
• To manage the people process such as sickness/absence/holidays, discipline and grievance within the given timescales as directed by Company policy.
• Conduct monthly 1-2-1 sessions with all team members as part of their performance and development.
• To provide an overall view of each individual team members contribution. Saved, conversion rates, quality, and delivery of performance targets.
• Communicate business strategy and ensure that team members are fully briefed on new information, products, and services within the agreed timescales to carry out their role effectively.
• Ensure that all customer complaints, cancellations are resolved promptly to the customers satisfaction and handled at the first point of customer interface.
• Liase with Sales, Service and Field Customer Care to minimise cancellations and resolve any queries as appropriate.
• Encourage Teamwork to develop the concept of One Team = One organisation, taking ownership of challenges regardless of blame.
• Assist in recruitment and induction of new team members.
• Identify training needs and co ordinate training delivery to enable team members to achieve their full potential.
• Create a dynamic and flexible environment through a culture of openness and feedback where transparency and integrity are implicit.

• Excellent customer experience skills.
• Excellent people management skills.
• Awareness of business and management values and procedures.
• Sound judgement and decision making.
• Problem analysis and problem solving.
• Task delegations and ownership.
• Motivational communication.
• Coaching and teamwork.

• A competitive annual salary and bonus.
• Great working hours Monday to Friday (36.25 hours a week)
• No evenings or weekend working.
• We offer accredited ILM management training in house and externally.
• The opportunity to join an established and growing team and to develop your career with us.
• Training opportunities within the business to expand your skills including NVQs.
• Free Parking onsite so no parking costs
• Up to £1000 discounts with Supermarkets and High Street stores with PHS Perks.
• Pension Scheme