Iceland Careers – Contact Centre Team Manager

Job Description:

Think of Iceland and you think of frozen food… And rightly so – it’s been the driving force behind our brand for 50 years. But did you know that we’re also the most innovative food retailer in the UK operating across chilled and ambient categories too, and the winner of multiple awards for our products, service and the way we treat our employees.

Lead a team of advisors to be able to deliver world class and cost-effective customer service experience and business outcomes. To do this in a highly motivated and rewarding team culture and role model leadership.

Job Responsibilities:

• Create a culture of high reward & recognition and one which stretches their performance and service potential and results.
• To be able to coach and develop a team of customer service experts who are utterly customer centric.
• Lead a team of advisors to deliver high performance, accurate and high-quality outcomes for customers and in a cost-efficient way.
• To be highly organised and highly productive
• Drive outstanding customer service experiences and outcomes in a cost-efficient way.
• Communicate clear messages confidently and be able to motivate a team
• Regularly checks that customers and stakeholders are satisfied, challenging performance where appropriate.
• Takes ownership of implementing business decisions and effectively communicates them to the team.
• Takes full ownership of your outcomes and actions and always does the right thing
• Help to recruit and discover the best people for the advisor roles.
• Great attention to detail is a must

Job Requirements:

• Has experience in motivating a team
• Has experience in performance management, reviews and action plans
• Is adapt at motivational leadership
• A strong understanding of contact centre performance / KPI / goals language, definitions and how to interpret these.
• Has experience in coaching in a highly effective way
• Has at least 2 years of managing a team within a Contact Centre

Qualification & Experience:

• 10% store discount, 30% discount with Club Individual Restaurant Group
• Highly subsidised restaurant onsite with our own Michelin Star Chef!
• Subsidised Costa onsite
• Educational sponsorship
• Enhanced maternity/paternity leave
• Free parking onsite
• Flexible working
• 25 days holiday, plus 8 days bank holiday
• Discounted gym membership
• A very competitive salary with an excellent benefits package
• Double discount weeks
• Charity fundraising events

Job Details:

Company: Iceland Foods

Vacancy Type: Full Time

Job Functions: Customer Service Information Technology Management

Job Location: Deeside, Wales, United Kingdom

Application Deadline: N/A

Apply Here

yours-vacancy.net