APPLYING? HIRING? SERVICES JOB SEARCH MY ACCOUNT MENU DIGITAL TEAM MANAGER DIGITAL TEAM MANAGER Back to Job Search Location: Manchester Salary: £32,000 pa per year Job Type: Permanent Posted about 8 hours ago Sector: Customer Contact Contact: Natasha Copitch Expiry Date: 30 December 2021 Job Ref: NC/18370 My client is looking for a Digital Team Manager to lead a team of advisors responsible for dealing with customer communications via various channels. Grow a team that offers various forms of digital communication to customers delivering a first-class customer service through effective leadership and encourage a culture of ownership. Responsibilities: • Create a culture of owning customer queries and to deliver a response as quickly as possible • Monitor team workflows and prioritise as required • Grow a multi-channel function that offers customer flexibility in how they deal with us – make it easy • Help to shape team SLA’s/KPI’s that sets both colleague and customer up for success whilst providing measurable value • Be the first point of contact for escalated complaints, ensuring that our customer dissatisfaction process is adhered to • Work collaboratively with coaches and QA to deliver on quality and performance • Make recommendations on customer engagement initiatives • Be proactive in all recruitment, induction and training, ensuring an environment where people want to work. • Create an environment which supports a highly engaged team Experience, Skills & Knowledge: • 12 months demonstrable evidence of managing and coaching a Customer Service Team in a contact centre environment • Previous experience of leading a Telecoms or Utilities Customer Service team preferred, but not essential • Previous experience embedding and/or utilising digital customer contact methods (Webchat, two-way messaging etc) preferable • Ability to identify Quality Assurance gaps, and evidence of successfully addressing the issues. • Experience of effectively handling escalated queries. • Excellent written and verbal communications skills at all levels. Flexibility in communication styles to accommodate individual colleagues & customers. • High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work. • The drive and determination to improve our advisor’s knowledge in the role making it easy for our customers to deal with us. • I.T. literate, knowledge of the effective use of Microsoft (Word, Excel PowerPoint), essential. • Stable employment record with proven management experience. • Strong Mathematical skills. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities. APPLY NOW APPLY NOW SAVE JOB Senior Resourcer - Customer Contact ncopitch@merje.com 0203 637 1602 / 07800 637 149 VIEW PROFILE Get similar jobs like these by email Sign in or register here to receive emails about new jobs like these By submitting your details you agree to our Terms & Conditions CONTACT CENTRE TEAM MANAGER Leeds £32,000 pa HEAD OF BUSINESS DEVELOPMENT (REMOTE WORKING) Leeds £90,000 REAL TIME & ANALYSIS Leeds £30,000 - £35,000 SITEMAP Home Expertise Candidates Team Clients News Services Together About Join SOCIAL GET IN TOUCH London 0203 637 1600 Manchester 0161 883 2740 Scotland 0141 737 2479 Email info@merje.com © Copyright 2021 Merje. All rights reserved. Modern Slavery Statement Privacy Policy Terms & Conditions Recruitment Website by Volcanic