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        • solihull, west midlands
        • permanent
        • £25,000 - £30,000 per year
        • randstad business support
        We are proud to be representing a leading sport apparel brand in the recruitment of a Customer Service Manager for their international customer service department. In this role you will be leading a team of Foreign Language Customer Support Executives and Team Leader to deliver a world class customer experience. This role is ideal for someone who is genuinely passionate about coaching, developing and managing a team to ensure they consistently deliver excellent service to their customers. Responsibility; Collaboration - Maintaining strong relationships with relevant stakeholders across the business, keeping up to date on upcoming campaigns and events and keeping every team member informed and knowledgeable.Product - Feeding back any issues/suggestions and obtaining product knowledge from them. NPD and product information. Working with a small group of product experts within the CS team.Community - Working with the community experience team to understand our future plans (social posts, etc.) and share any areas of opportunity to proactive deal with community questions via Social Media Events - Sharing information with the about events and preparing any content responses for customer questions.Trading - Understand upcoming trading campaigns/sales and plan/prep any content responses as well as ensuring Foreign Language FAQ pages are kept up to date.Talent/People - Responsible for the staff allocation and the recruitment of the FL team, and the process of temporary staff around peak periodsProcess & Training Team - Provide insight and feedback to Process, Training and Quality team on processes & make recommendations for improvementUS and UK CS Team - Regular communication with Management and Senior Management teams to ensure consistency across the whole department, including our US office.AnalyticsUtilizing data and forecasts to grow the team based on customer demand, allocating staff across shift patterns when necessary to maintain/enhance service delivery during territory specific campaigns.Utilizing data and forecasts to review the structure and shift pattern of the team regularly to meet the demand of the customer alongside Senior Management.Identify performance and productivity concerns, setting objectives and action points for the relevant agent or team.Monitor the age and volume of interactions within queues to manage any backlog and allocate agents accordingly.Knowledge and Opportunity Deep understanding of the customer support department processes, policies and procedures.Understanding the needs/wants of the customer within each territory and adapting the service delivery to meet and exceed them.Passionate about Customer Experience & able to spread this passion within their team.Able to make agile decisions when problems occur with customer experience at the heart of their decision makingDevelop, create and translate content for customer communications (ex. FAQ or Macros) whilst maintaining the company tone of voice. People and Performance ManagementManagement of a growing Foreign Language Customer Support team and Team leader. Coordinate daily team meetings with the aim of providing updates, setting clear goals and allocating resources effectively.Managing Agent Performance: Ensuring agents meet set targets and KPIs (CSAT, Quality & echo targets)Setting the culture of the Foreign Language team, aligned with company values.Personal development. Supporting your team to grow and develop as individuals in line with their own personal goals.Delegate tasks to Team Leader Coach, Mentor and Lead team to reach departmental and personal objectives using internal systems to track and monitor success.Manage and authorise overtime and timesheets Essential Qualities:Management experience (at least 1 year)Excellent leader of people Proven experience coaching/mentoring/ developing a teamExperience in a fast-pace customer facing roleComplaint handling, escalation responseGood Tech ability, use of CRM systems or similarStrong communication and written skillsAbility to build and maintain relationships with internal and external stakeholders. Problem solver/solution focusedPrevious performance management experiencePreferred Qualities: Previous experience as a high performing customer service-based agent/adviserExperience of leading a large team across varying shift patternUnderstanding of data analysis Benefits:50% discount on clothingFree on-site parkingLaptop providedMonthly Sports MassagesHealth InsuranceGym MembershipPerk box membershipBonus paid quarterly linked to company performance25 days annual leave + bank holidays + birthdayPension auto-enrolmentRandstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
        We are proud to be representing a leading sport apparel brand in the recruitment of a Customer Service Manager for their international customer service department. In this role you will be leading a team of Foreign Language Customer Support Executives and Team Leader to deliver a world class customer experience. This role is ideal for someone who is genuinely passionate about coaching, developing and managing a team to ensure they consistently deliver excellent service to their customers. Responsibility; Collaboration - Maintaining strong relationships with relevant stakeholders across the business, keeping up to date on upcoming campaigns and events and keeping every team member informed and knowledgeable.Product - Feeding back any issues/suggestions and obtaining product knowledge from them. NPD and product information. Working with a small group of product experts within the CS team.Community - Working with the community experience team to understand our future plans (social posts, etc.) and share any areas of opportunity to proactive deal with community questions via Social Media Events - Sharing information with the about events and preparing any content responses for customer questions.Trading - Understand upcoming trading campaigns/sales and plan/prep any content responses as well as ensuring Foreign Language FAQ pages are kept up to date.Talent/People - Responsible for the staff allocation and the recruitment of the FL team, and the process of temporary staff around peak periodsProcess & Training Team - Provide insight and feedback to Process, Training and Quality team on processes & make recommendations for improvementUS and UK CS Team - Regular communication with Management and Senior Management teams to ensure consistency across the whole department, including our US office.AnalyticsUtilizing data and forecasts to grow the team based on customer demand, allocating staff across shift patterns when necessary to maintain/enhance service delivery during territory specific campaigns.Utilizing data and forecasts to review the structure and shift pattern of the team regularly to meet the demand of the customer alongside Senior Management.Identify performance and productivity concerns, setting objectives and action points for the relevant agent or team.Monitor the age and volume of interactions within queues to manage any backlog and allocate agents accordingly.Knowledge and Opportunity Deep understanding of the customer support department processes, policies and procedures.Understanding the needs/wants of the customer within each territory and adapting the service delivery to meet and exceed them.Passionate about Customer Experience & able to spread this passion within their team.Able to make agile decisions when problems occur with customer experience at the heart of their decision makingDevelop, create and translate content for customer communications (ex. FAQ or Macros) whilst maintaining the company tone of voice. People and Performance ManagementManagement of a growing Foreign Language Customer Support team and Team leader. Coordinate daily team meetings with the aim of providing updates, setting clear goals and allocating resources effectively.Managing Agent Performance: Ensuring agents meet set targets and KPIs (CSAT, Quality & echo targets)Setting the culture of the Foreign Language team, aligned with company values.Personal development. Supporting your team to grow and develop as individuals in line with their own personal goals.Delegate tasks to Team Leader Coach, Mentor and Lead team to reach departmental and personal objectives using internal systems to track and monitor success.Manage and authorise overtime and timesheets Essential Qualities:Management experience (at least 1 year)Excellent leader of people Proven experience coaching/mentoring/ developing a teamExperience in a fast-pace customer facing roleComplaint handling, escalation responseGood Tech ability, use of CRM systems or similarStrong communication and written skillsAbility to build and maintain relationships with internal and external stakeholders. Problem solver/solution focusedPrevious performance management experiencePreferred Qualities: Previous experience as a high performing customer service-based agent/adviserExperience of leading a large team across varying shift patternUnderstanding of data analysis Benefits:50% discount on clothingFree on-site parkingLaptop providedMonthly Sports MassagesHealth InsuranceGym MembershipPerk box membershipBonus paid quarterly linked to company performance25 days annual leave + bank holidays + birthdayPension auto-enrolmentRandstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
        • solihull, west midlands
        • temp to perm
        • £8.93 per hour
        • bnp paribas personal finance
        SEEKING CUSTOMER CONTACT COLLEAGUES (Customer Support) January 2021 StartOUR GLOBAL OPPORTUNITIES, YOUR PERSONAL JOURNEYWhat gets you out of bed in the morning? For us, it's driving positive change and we're looking for like-minded people with energy and a can do attitude to join our winning team.Are you looking for that next step in your career journey and like the sound of working in an exciting team that's part of a growing consumer finance business and global bank?Like what you hear? Then read on…The role Customer Contact Colleagues engage with our customers to resolve a range of issues on a daily basis.Incoming calls can be varied; ranging from a simple change of address to much more complex queries. We provide a range of finance solutions to our customers, so they could have any number of issues and we have various teams that focus on different solutions. What is most important, is that our customers can quickly reach a member of our award winning contact centre team who can guide them to a suitable solution. This is where you would come in.You will be providing an impeccable service to our customers, ensuring security checks are completed, regulations are followed, and that you find solutions which help the customers. What we can offer youWe provide a competitive salary & a comprehensive training scheme when you join us, which provides all the knowledge and support needed to help you succeed in the role. As you'd expect from being a global banking group, we can give you an award winning benefits package that gives you flexibility to choose your benefits based on what's important to you.We are committed to your development. You will find that there is a clear career journey and internal opportunities available for you to apply for in the future, should you chose to explore different directions. We love to promote from within, in fact, the majority of our Team Managers have been promoted internally and began their journey with us in this very role. During your training period you will work Mon to Fri.Once training is completed we operate a rota system, there are various shifts available (typically Morning, Mids and Evenings) which cover our opening hours (which range from as early as 8am and as late as 8pm - depending on the team).We are open weekends, so as your shifts rotate they will include some Saturday and Sunday working. You will get your shift patterns typically 4 weeks in advance and we have a dedicated Resource Planning team who will support your schedule. We have ensured that our office is Covid secure, and we are offering some flexibility to work from home dependant on the latest government guidelines.Could this be you?We believe it's a positive attitude and passion to make things happen that matters most.Here's what else we're looking for:Confidence using IT and technologyAn ability to have good rapport with customersConfident telephone mannerSelf-motivation and a drive to find the right solutions for customersProblem solving skillsStrong attention to detail to help solve customer problemsExperience is not essential, if you have the right attitude and a commitment to delivering a first class service to Customers. We will provide you with all the training and support needed. Our cultureWe understand that next step in your career journey is an important one. We also know it's all about the people as they are the ones that make our business the success it is.That's why we provide colleagues with opportunities to make great things happen in an open and exclusive environment. Our culture is innovative, collaborative and fun; we challenge everyone to make a difference for colleagues, customers, partners and our community. Being part of the BNP Paribas global banking group means you're part of something big; with plenty of opportunities to take on additional responsibilities and make a real difference. Is there a fit?If you're interested in joining our dynamic and growing team, then we'd love to hear from you. BNP Paribas promotes equality of opportunity and is committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
        SEEKING CUSTOMER CONTACT COLLEAGUES (Customer Support) January 2021 StartOUR GLOBAL OPPORTUNITIES, YOUR PERSONAL JOURNEYWhat gets you out of bed in the morning? For us, it's driving positive change and we're looking for like-minded people with energy and a can do attitude to join our winning team.Are you looking for that next step in your career journey and like the sound of working in an exciting team that's part of a growing consumer finance business and global bank?Like what you hear? Then read on…The role Customer Contact Colleagues engage with our customers to resolve a range of issues on a daily basis.Incoming calls can be varied; ranging from a simple change of address to much more complex queries. We provide a range of finance solutions to our customers, so they could have any number of issues and we have various teams that focus on different solutions. What is most important, is that our customers can quickly reach a member of our award winning contact centre team who can guide them to a suitable solution. This is where you would come in.You will be providing an impeccable service to our customers, ensuring security checks are completed, regulations are followed, and that you find solutions which help the customers. What we can offer youWe provide a competitive salary & a comprehensive training scheme when you join us, which provides all the knowledge and support needed to help you succeed in the role. As you'd expect from being a global banking group, we can give you an award winning benefits package that gives you flexibility to choose your benefits based on what's important to you.We are committed to your development. You will find that there is a clear career journey and internal opportunities available for you to apply for in the future, should you chose to explore different directions. We love to promote from within, in fact, the majority of our Team Managers have been promoted internally and began their journey with us in this very role. During your training period you will work Mon to Fri.Once training is completed we operate a rota system, there are various shifts available (typically Morning, Mids and Evenings) which cover our opening hours (which range from as early as 8am and as late as 8pm - depending on the team).We are open weekends, so as your shifts rotate they will include some Saturday and Sunday working. You will get your shift patterns typically 4 weeks in advance and we have a dedicated Resource Planning team who will support your schedule. We have ensured that our office is Covid secure, and we are offering some flexibility to work from home dependant on the latest government guidelines.Could this be you?We believe it's a positive attitude and passion to make things happen that matters most.Here's what else we're looking for:Confidence using IT and technologyAn ability to have good rapport with customersConfident telephone mannerSelf-motivation and a drive to find the right solutions for customersProblem solving skillsStrong attention to detail to help solve customer problemsExperience is not essential, if you have the right attitude and a commitment to delivering a first class service to Customers. We will provide you with all the training and support needed. Our cultureWe understand that next step in your career journey is an important one. We also know it's all about the people as they are the ones that make our business the success it is.That's why we provide colleagues with opportunities to make great things happen in an open and exclusive environment. Our culture is innovative, collaborative and fun; we challenge everyone to make a difference for colleagues, customers, partners and our community. Being part of the BNP Paribas global banking group means you're part of something big; with plenty of opportunities to take on additional responsibilities and make a real difference. Is there a fit?If you're interested in joining our dynamic and growing team, then we'd love to hear from you. BNP Paribas promotes equality of opportunity and is committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

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