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Customer Service Team Manager

Newcastle Upon Tyne

Full-time, permanent

Salary:  £29,000 pa Basic + up to £2,400 pa Performance Bonus

Working hours: Shifts rotational between  8am – 9pm Mon to Sun 5 on 2 shift cycle flexible to business needs

Holidays: 21 days holidays (increasing to 23 days after 1 years’ service) plus bank holidays

Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

What you will be doing:

Provide excellent customer experience troubleshooting technical issues within our busy Inbound team, managing all issues relating to the customer, real incidents, and any other customer related complaints

Managing & monitoring the existing teams, ensuring the service level is maintained through effective delivery of a suite of KPI targets

Floor walking to assist the team and ensure they are working efficiently and effectively

Quality management, utilising 1:1s and performance management and call monitoring of your own team

Scheduling the team rotas to ensure enough coverage to meet operational demands

Liaising with other operational areas to ensure customer service is aligned with a joined up approach

What we’re looking for:

Advanced excel for reporting suite

Advanced PowerPoint for reporting and presentations

Experience in managing a team

Customer oriented, genuine passionate about customers' security and safety.

Ability to multitask effectively whilst keeping a high level of service quality.

Proactive and work effectively and efficiently.

Target driven able to deliver SLAs and KPIs

Reporting with accuracy and attention to detail

Excellent communication skills with problem solving attitude.

Like working in a team and you are a team player.

Have computer and MS office skills.

Love learning in a dynamic, fast paced and thriving environment.

Motivated and willing to accept new opportunities.

Benefits Package

We're dedicated to supporting our staff with fantastic benefits as part of your Verisure package. Your benefits will include:

Birthdays Off

Onsite canteen & coffee shop

Discounted Gym & Health Club Membership

Contributory Pension

Free parking at Quorum Business Park near businesses such as Concentrix and Tesco Bank (Subject to Permit)

Bupa Private Healthcare and MediCash Cash Plan

PerkBox - discounts from major retailers such as Morrisons, M&S, Sainsburys, Tesco, Amazon and others.

Enhanced Maternity & Paternity Schemes

Employee Referral Cash Reward

Employee Alarm Discount

Cycle to work scheme

Verisure Career Opportunities

A career with Verisure offers far more than just a job. We offer internal mobility, training and development, international opportunities, and tools to support you develop new skills.

With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.

Thanks to a strong focus on high quality, our customers are amongst the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services which demonstrates our exceptional service levels and strong value proposition to our customers.

Diversity and Inclusion

Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow.

Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.

Ready to join our team and make your dream job a reality? Apply today and we’ll get in touch!

Be you. Be more. Be Verisure.

All employees must complete a DBS check, provided by Verisure to all successful candidates