Assistant Customer Service Manager

Job description

Our Customer Service Contact Centre 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 Deputy Manager to join this vibrant, professional team. 

What you'll do

·  Managing the Contact Centre Customer Service Team - planning, coordinating and overseeing daily work flow
·  Handling escalated customer queries, liaising with other members of the team to resolve more complex issues that arise
·  Answering, reviewing and forwarding incoming calls and processing customer contacts
·  Training and developing new team members
·  Handling personnel issues as they arise and conducting appraisals
·  Processing any additional tasks required by the Customer Service Manager and/or National Audit Manager
·  Working closely with senior management, ensuring contact strategy is aligned with business objectives
·  Ad hoc report preparation for all management levels

What you'll need

·  Previous Contact/Call Centre management experience is essential
·  Excellent verbal and written communication skills
·  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

·  Starting from £34,000 with the ability to earn up to £42,000 (*dependent on experience)
·  30 days holiday per annum (pro rata, including Bank Holidays), rising to 35 days after 2 years
·  A contributory pension scheme
·  10% discount on all Lidl products, in all stores throughout the UK
·  Access to corporate discounts on a range of products and services (including holidays, home and garden products, leisure activities and more)
·  Initial training and on-going development from an experienced team member
·  Brilliant opportunities to take on more responsibility and long-term career prospects