Job Information
Activate Group Limited Customer Team Manager in Peterborough, United Kingdom
Job title: Customer Team Manager
Department: Sopp&Sopp
Location: Peterborough
Hours: 37.5 per week
Salary: Starting £30,000, plus quarterly bonus.
Job: Permanent
We're looking for a Customer Team Manager to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.
About the role
This is a hybrid customer account and operational management role, supporting a multi-disciplined team to deliver excellent customer service and manage external customer relationships.
Key responsibilities
Achievement of all key performance indicators (KPIs) for all teams in area of responsibility, designing and implementing changes to improve performance as required
Effective resource planning for both immediate and long-term customer requirements, ensuring all team members are multiskilled to maximise resource capacity and flexibility
Report and provide updates on team performance including weekly targets and achievements to the Head of Customer Operations
Ensure all team members meet the required standard and have up to date knowledge in matters of regulatory and customer requirements
Lead and support attraction and recruitment activities as required in partnership with the People team and Head of Customer Operations
Build and maintain relationships with key customer stakeholders and use customer feedback to identify and resolve any challenges
Lead and present in customer performance meetings
Act as an escalation point for external customer challenges
Coach and develop team members in partnership with the Training team
Ensure team members are engaged using tools available to onboard, motivate and retain
Skills and experience
In depth knowledge of multi-channel customer facing team and practical knowledge of other areas of the operation
Industry best practice awareness
Excellent analytical skills
Ability to manage and coach a team
Excellent written and verbal communication skills
Benefits
Hybrid working available
33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody!
What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.
We also love to have fun together, and our whole company summer and Christmas parties are pretty legendary!
A bit about us
Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:
Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
Strive for better – Be bold. Challenge the norm – make small improvements often.
Win together – Be a team-player. Win together, learn together, respect each other.