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Customer Services
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What you'll do at Staples...


As a Team Manager in our Customer Services Department, you will be responsible for leading and motivating a team of up to 15 Customer Service or Sales Advisors. The Team Manager is directly accountable for the recruitment, selection and ongoing performance and development of their team, leading a culture of empowerment where every service and sales opportunity is realised. Responsible for embedding the Serviceology culture, practices and ways of working within their team. The Team Manager is the key communication link between CSAs and the wider business, ensuring effective proactive communication across their team. 


Responsibilities:  


  • Drive improvement in customer satisfaction and employee engagement by coaching and developing team and individuals against Servicology principles and standards, in line with European Customer Service objectives
  • Deliver results against challenging sales, service and support KPIs across the contact centre operation
  • Ensures quality, development and improvements are the cornerstone of all activity across the contact centre, sharing best practice and development initiatives.
  • Improves individual and team performance by working closely with quality and training teams, both local and central to deploy improvement approaches both individual and team level.

What you'll bring to Staples...



  • Ideally minimum 2 years’ experience at Team Leader/supervisor level within a contact centre environment

  • Proven operational manager

  • Excellent communication, influencing and negotiating skills, both written and verbal

  • Confident, self-motivated and positive attitude  with a passion for service excellence

  •  A customer centric approach to business in all dealings with customers, peers, staff and suppliers.

  • A great trouble shooter, excellent problem solving capability.

  • Exceptional customer handling skills and experience, with strong commercial awareness

  • Ability to proactively give feedback and act on feedback given – champions a coaching culture

  • Excellent planning and organisational skills

  • Ability to work under pressure and prioritise, in a deadline driven environment

  • Confident user of Microsoft Office applications, excel, PowerPoint, word etc.

  • Strong team player, with a focus on continuous improvement, who embraces change

  • Role model Staples values at all times

  • English fluency—ability to read, write and speak English at a high proficiency level


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