Assistant Manager - Customer Service Team
Send My Bag, United Kingdom
Job Description
This position is permanent, full time and based in our Bangor (Northern Ireland) office.
Starting salary of 36,000, moving to 38,000 after 12 months - subject to performance conditions having been met.
Annual Bonus of up to 10% of salary. 5% based on SLA/KPI achievement and 5% based on company wide revenue targets.
Working Hours:
Your contract will be for 37.5 hours per week, consisting of 5 x 8hr shifts including a 45 minute break.
Your working days will usually be Monday - Friday and the will rotate month about between 9am - 5pm and 10am - 6pm.
During the summer peak (May - September) two of your 10am - 6pm months will be replaced with 11am - 7pm.
The CS Team operates 7 days and 24hrs on weekdays, in order to effectively perform your role as Assistant Team Manager you will be required to visit shifts outside of those which you normally work.
In each quarter of the year you will be required to work the following on dates set by the company:
- 2 full night shifts
- 3 full late evening shifts 2pm 10pm (or later i.e. 3pm, 4pm, 5pm starts would also be acceptable)
- 1 full weekend shift or 2 half weekend shifts
Responsibilities:
- Assigning of frontline support and other tasks.
- Break planning.
- Assigning of shared Supervisor tasks such as complaints handling and goodwill assessment.
- Assistingthe team manager on tasks such as rota planning, annual leave management, unauthorised absence planning and recruiting.
- Acting as the escalation point for the Supervisors.
- Management key person for customer service SLAs /KPIs, across the entire 24hr and 7 days operation.
- Assisting with any other CS workload as required by the Team Manager.
- You may from time to time be asked to assist with other duties such as thetraining of new recruits.
Requirements
With over 100,000 reviews averaging 4.7 / 5, we are the highest reviewed service of our kind worldwide and this has been achieved through providing the highest level of customer service.
A typical day will require you to manage team members within the office, as well as interacting with customers and courier partners via phone and emails.
This position is open for applications from those within and outside of the company. If applying from outside of the company, experience of working in a customer service management team position, or a similar position which included team management and handling customer escalations, will be required.
If applying from within the company, at least 2 years experience as a Customer Service Team Supervisor is required.
As a technology-based business, our customer service team consists of less than 50 colleagues. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.
Successful candidates will be able to demonstrate the following:
- A professional yet friendly and engaging way with team members and customers.
- The ability to construct well-written emails in good time.
- An excellent telephone manner allowing them to speak clearly with international customers and couriers by phone.
- The ability to think on their feet and remain calm under pressure.
GCSE Maths amp; English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.
Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service. Training will be provided however it is important that candidates have previous experience in this area and their application should reflect this.
As part of the interview process candidates may undertake several short tests including, typing, spelling amp; grammar.
Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.
Benefits
Salary Progression
While public sector pay freezes have seen many peoples' wages stand still, over the last 4 years our Supervisor wages have risen by a massive 61%.
Health and Well being
Benenden Private Healthcare
Including;
- 24/7 GP Helpline
- 24/7 Mental Health Helpline
- Medical Diagnostics
- Medical Treatment
- Physiotherapy
- amp; much more
Please visit Benenden directly for more information.
Free Annual Eye Test
Working Environment
On site car parking with FREE electric car charging
Our new Bangor office is built and equipped for purpose; fr