Team Manager - Customer Service Contact Centre

Job description

As we move towards our peak period we are looking for experienced Team Managers to join our existing management team, leading a team of Customer Service Advisors on behalf of our clients.  Ventrica are a European award-winning state-of-the-art contact centre, based in Southend on Sea - Essex. We specialise in all forms of customer contact across a range of channels. Join our team and you will be working in a friendly and welcoming environment.

What will I do in the role?

  • Leading a team of Advisors of 10-15 FTE, who will cover 24/7 operational hours on rota basis
  • Brand ambassador for your client, working closely with the client services team to ensure your clients needs are serviced appropriately by your team
  • Coach and develop your advisors to provide outstanding customer service across telephone, social media, web chat and email
  • Make sure the customer is at the heart of every conversation
  • Handle any escalated calls, queries and complaints to conclusion
  • Implementing / advocating Company policy and following through end to end HR processes.   


What do I need?

  • Experience of managing and leading a team
  • Experience of developing your team and leading on KPI’s
  • Experience of working in a contact centre environment
  • A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
  • Strong written and verbal communication skills
  • Confident IT skills
  • Flexibility, professionalism, drive and willingness to learn

What will I be paid?

The salary for this role is up to £25,000 per annum, depending on experience, we offer competitive pay rates and benefits such as:

  • Discounts with over 40 local businesses
  • Health care plan and pension
  • Free fruit on a Wednesday, Free ice cream in August
  • Massages once a week
  • Dress down Friday

Working Hours

  • Variable depending on assignment, each client has its own operating hours as such flexibility will be required.
  • Full time
  • Temp to Perm