Customer Success Manager
DataGrail
Team Leader – Customer Engagement Centre
Vintage Cash Cow
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £28,000 - £32,000 per year
Job Level
Senior
About the role
- Lead, coach, and mentor a team of Customer Engagement Centre (CEC) agents to deliver excellent customer service.
- Manage team rotas, workloads, and performance metrics; take ownership of rotas and workflows.
- Resolve escalated calls and complex complaints directly, aiming for 95%+ resolved at first point of contact.
- Hold regular 1:1s, coaching sessions, and team meetings to support colleague growth and wellbeing.
- Use data-driven insights to track and improve individual and team performance and behaviours.
- Drive team engagement and wellbeing initiatives and foster a supportive culture.
- Recruit, onboard, and develop new team members; manage multiple workstreams across inbound/outbound calls and digital channels.
- Collaborate closely with other departments and the Operations Manager to deliver seamless customer experiences and achieve business objectives.
- Champion change initiatives, refine processes, and continuously improve operational efficiency and customer outcomes.
Requirements
- Excellent leadership skills, with at least 1 year’s experience as a Team Leader or Manager in a contact centre environment.
- Proven ability to deliver outstanding customer service and resolve escalated complaints.
- Strong experience in coaching, mentoring, and developing team members.
- Knowledge of HR policies and procedures.
- Tech-savvy with strong system/application skills.
- Data-driven approach with excellent attention to detail.
- Resilient, adaptable, and able to thrive in a fast-paced environment.
- Strong experience meeting SLAs, KPIs, and objectives.
- Collaborative mindset and positive, lead-by-example attitude.
- Desirable: experience in a sales contact centre with high-value targets.
- Desirable: background in both inbound and outbound contact centre environments.
- Desirable: experience using CRM systems to manage customer interactions.
- Desirable: experience working for a company with an operational warehouse and physical products.
