Job Title: Customer Service Team Manager
Salary: £30,000 with the potential to earn up to £200 bonus each month
Location: Konecta UK – Ringwood (Office based with elements of hybrid)
Hours: 40 hours per week. Opening hours are between Monday to Sunday from 07:00 – 22:00. Normal shift will be Monday – Friday between 7am – 5.30pm (alternating shifts of 8.5 hours) with 1 x weekend work a month.
Main Purpose of role:
Konecta Group UK is pleased to offer this opportunity working on behalf of Hertz to provide exceptional customer service across multi channels.
We are looking for a highly motivated Team Manager to ensure that all consultants deliver an exceptional level of Outbound & Inbound customer service to the key customers on behalf of the client. As well as ensuring that all operational procedures are achieved.
We are seeking customer focused, energetic individuals that care as passionately about managing people and delivering great customer service as we do. All of our team are empowered to make decisions and ensure every customer is left feeling 100% happy with the service they have received. If you have a real passion to do the same and want to be part of a team that really makes a difference, then this opportunity is for you!

Skills Required:

• Team Manager experience
• Ability to manage a Team
• Excellent communication skills
• A pro-active mindset, with a willingness to be flexible, agile & react positively to change
• A natural ability to build rapport whilst working from a call guide
• Ability to drive performance and achieving personal targets and Team KPI’s
• A Confident and professional telephone manner
• Strong organizational skills, and the ability to plan and priorities your own workload
• Ability to work in a paperless and pen less environment
• Computer literate preferably with previous experience of working on internal databases or appointment booking systems.

Duties include:

• Management of the team
• Responsible for end to end performance management of agents
• Accountable for the performance , productivity and quality of the team
• Conduct regular remote and side by side quality monitoring of agents
• Conduct regular coaching and feedback sessions with all agents
• Conduct monthly performance reviews
• Responsible to motivate and drive their team to maximum efficiency
• Be appointed to bring out the best in the individuals within the team and maximise their potential
• Ensure the members of the team are fully compliant in carrying out their duties
• Provide on-going daily support for members of the team and be first point of contact for staffing issues
• Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
• Contribute pro-actively to the overall development of the campaign through ideas and creativity
• Cross-functional collaboration with other teams
• Participate in client events, meetings and shows as requested/as relevant
• Conduct or support with the training of new agents

Experience

• Excellent and evidenced Team Manager experience
• Excellent Customer Service manner
• Excellent literacy and numeracy
• Excellent IT literacy skills
• Excellent customer service skills
• Good analytical, decision making and problem solving abilities
• Influencing skills and tenacity
• Industry knowledge is desirable
• A drive to succeed and overcome obstacles
• Show motivation skills

Who are Konecta Group?
Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.
Learn more here: https://www.Konectagroup.com/en/about/who-we-are
Operational Days and Hours
40 hours per week. Opening hours are between 7am – 10pm Monday to Sunday. Konecta UK reserves the right to change the working hours with sufficient notice. You are expected to be available to work between these hours at all times.
Database & Systems & Training
Full training will be given this will be required in the office and will be during normal working hours

Why work for us?

• Konecta working culture of fun and sociable team environment.
• Pension Scheme with Standard Life.
• Eye test vouchers and discounts.
• Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 site globally).
• Involvement with local charities and fundraising days.
• Campaign specific benefits including discounts, incentives and prizes.
• Recommend a friend scheme paid reward of £500.
• Apprenticeships qualifications and career flight path schemes.
• Recognition and reward schemes with Love to Shop Voucher rewards.
• Free car parking.
• Free fruit.
• Cycle to work scheme.

• Management of the team
• Responsible for end to end performance management of agents
• Accountable for the performance , productivity and quality of the team
• Conduct regular remote and side by side quality monitoring of agents
• Conduct regular coaching and feedback sessions with all agents
• Conduct monthly performance reviews
• Responsible to motivate and drive their team to maximum efficiency
• Be appointed to bring out the best in the individuals within the team and maximise their potential
• Ensure the members of the team are fully compliant in carrying out their duties
• Provide on-going daily support for members of the team and be first point of contact for staffing issues
• Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
• Contribute pro-actively to the overall development of the campaign through ideas and creativity
• Cross-functional collaboration with other teams
• Participate in client events, meetings and shows as requested/as relevant
• Conduct or support with the training of new agent