Telesales/Customer services Manager

Job Title: Telesales/Customer services Manager
Contract Type: Permanent
Location: Cambridge
Salary: £30000 - £40000 per annum
Start Date: 2019-03-11 00:00:00
Reference: 231100053
Contact Name: Lisa Gardiner
Contact Email:
Job Published: February 08, 2019 17:26

Job Description

Telesales Manager - 3yrs experience preferred

£30,000 - £34,000 a year

Looking for an experienced Telesales Manager to manage the Telesales Team delivering first class, professional customer service to their customers.

- To be responsible for recruitment, induction, develop and support a team delivering front line Telesales services to ensure key messages are delivered, products and sales targets are met, resolution of enquiries, complaints and request for services at the earliest possible opportunity
- To supervise the workload of the team, allocating team members to specific tasks so that they are optimising best use of time and skill. Assist/delegate administrative support across the hours of the operation
- To monitor the changing needs of telesales department, liaising with internal managers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal Managers
- To ensure that the team follows established procedures for each task and process/request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators. Service Level Agreements and quality standards to maximise customer satisfaction
- To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service information
- To be instrumental in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities
- To implement and maintain health and safety, security of staff, equal opportunities, customer service standards and other internal policies as appropriate, ensuring their understanding and implementation by team members

- The Telesales Manager is responsible for the everyday running of the team and the solving of immediate customer problems
- The Telesales Manager will supervise, coach and monitor a team of Telesales Executives, organise regular team meetings and monthly appraisal/development meeting
- The Telesales Manager will be expected to motivate, encourage and support levels of cooperation within the team

- Supervisory experience with in a team environment, whilst not essential should demonstrate the skills required for the effective recruitment, selection and supervision of a team
- Demonstrable good written and verbal communication skills
- Ability to compile and analyse statistical information
- Experience of working with databases
- Ability to remain calm when dealing with difficult or distressed people
- Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision
- Understanding of the needs for confidentiality and compliance within the telesales environment
- Ability to work on own initiative and as part of a team