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10 miles

Key Accounts Team Leader

Leicester, Leicestershire



Key Accounts Team Manager Leicester £23,000 £25,000

Our client, a leading Service Provider in Leicester is looking for a Team Manager to join their Key Accounts team on a fulltime basis. You will lead and motivate a team of people through effective coaching and ensure positive customer relationships are developed and maintained to achieve the delivery of KPIs.

Primary duties will include:

  • Ensure that the team deals with all customer complaints in line with the process and adhering to the Code of Conduct
  • Monitor the quality of the teams calls, emails, renewals and identify training requirements to improve quality standards and invoice accuracy
  • Ensure the team proactively resolve any customer queries or objections
  • Resolve complaints effectively and promptly, ensuring that any learnings are communicated to the team
  • understand and maintain knowledge of sectors and accounts in order to coach and advise team members on how to maximise specific revenue streams
  • To lead the team to achieve all revenue targets and KPIs
  • Encourage a supportive and inclusive environment within the team
  • Support team members through changes in processes and policies
  • Plan and prioritise the day to day workflow and performance of the team ensuring that targets are delivered on time, to budget and to the required standard
  • Hold regular team meetings in order to effectively communicate plans and targets, discuss issues and recognise success within the team
  • To take responsibility for the performance management of direct reports including conducting 121s, setting objectives and holding performance reviews
  • Deal with short term absence management, including return to work interviews and disciplinary hearings
  • To assist with effective recruitment and replacement of employees, to ensure there are correct staffing levels to undertake the required work

Skills / Experience Required:

  • Experience of working in a Team Manager role in a Contact Centre environment
  • A level education or relevant work experience
  • Experience of using a CRM system
  • Ability to lead, motivate, coach and develop others
  • Prior experience of managing teams, desirable
  • Experience of collections processes
  • Experience of managing complaints
  • A good understanding of all Microsoft Office software

Working hours: Monday to Friday rotating shifts between 8:00am 6:00pm

For more information and to apply, please contact Shivani Karia at Search Consultancy on 0116 247 3319 or email Shivani.karia@search.co.uk with a CV.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Posted 30 days ago

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