Are you:
· Someone who is passionate about customer service within a contact centre, callcentre, or similar environment, and looking for a full-time permanent team manager role with a difference? (this is a 35 hours per week post, covering a rota across 7 days, with opening hours between 8am and 9pm).
· Interested in joining our growing team of drinks dispense industry specialists, who specialise in installing and maintaining drinks dispense equipment at over 90000 licenced premises across the UK plus at concerts, festivals and racecourses, stadiums and arenas. We deliver customer service excellence. At Innserve, we are One Big Team, and we keep Britain pouring.
Working at Innserve, you'll enjoy:
· Competitive Grade 2 salary
· Generous holiday allowance: 21 days holiday + bank holidays.
· Hybrid working as standard (after qualifying period and full time office based training).
· Unlimited free premium hot and cold drinks on site.
· Amazing core benefits: Life assurance, holiday trading options, retail discounts plus access to an award-winning Employee Assistance Programme with 24/7 GP access and wellbeing services – including an extra “Celebration Day” off every full calendar year that you work for us.
· But that’s not all! Each year, you’ll receive a “Flex Pot,” to purchase additional personalised benefits. Whether it’s extra life assurance, private medical, a gym plan, increased pension contributions, dental or travel insurance, you can choose what fits your needs. It’s your benefits, your way! Some benefits may cover you past state pension age and cover your family too!
Your typical day as a Customer Service Centre Diagnostics Team Manager:
Supporting our Senior Customer Service Team Leader, in leading our customer service diagnostics team, driving excellence in customer support to deliver a best-in-class service, you will be responsible for overseeing this key team of Customer Service Diagnostics Advisors.
You will consistently drive high standards of performance, engagement, lead quality standards, and deliver on KPIs and SLAs ensuring that our customers receive the highest level of service and support. You will be responsible for the end-to-end lifecycle of diagnostic activity for Innserve from call logging, remote fix, and video diagnostics to efficient and timely allocation of work to our own technician resources and a nationwide network of partner service providers. This role provides genuine scope to deepen existing capability while developing new skills in a high-performance environment.
You will lead, motivate and develop a team, balancing day-to-day operational delivery with forward planning in a fast-moving environment. You will manage service activity, improve customer outcomes, and deliver against KPIs and performance metrics, whilst raising standards and contributing to continuous operational improvement. You will lead a team, managing individual and departmental performance, contributing to the wider success of the customer service function overall.
You’ll already have:
· Experience in a management or leadership role, ideally within a callcentre, contact centre, customer service function, or similar environment.
· Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
· Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels.
· Strong leadership and people management skills, with the ability to inspire, guide and motivate a team.
· Experience working in a fast-paced, dynamic environment, and managing multiple priorities.
· Experience of managing service activity.
· Demonstrable success in driving customer service excellence, with a track record of achieving KPIs and metrics.
· Strong planning, organising and communication skills
· Strong attention to detail, organisational skills, self-motivation, multitasking or working independently with the ability to plan and prioritize workloads with a structured approach.
· The ability to assist and support colleagues around you and reprioritise your workload to achieve team goals as well as personal ones. Particularly at operational peak times.
· The ability to stay cool under pressure, within an often-challenging environment.
· Proven ability to influence stakeholders up to senior level.
· Confidence in challenging stakeholders or colleagues to effect best practice and decision making.
· Preferable: An understanding of the hospitality/licensed trade would be a distinct advantage, but not essential
· Experience in CRM systems and use of packages including Excel.
At Innserve, we are One Big Team. Interested in joining us?
Pay: £33,500.00-£34,800.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- Referral programme
Work Location: Hybrid remote in Tadcaster LS24 9HB
