Team Manager - Outbound Sales

Location: Leeds, UK
Salary: £30,000 base + Performance Bonus + Bonus Scheme 
Job Type: Permanent 

Our client are seeking a proactive Customer Success and Quality Assurance Manager to uphold our high standards in customer service and product quality. This role involves managing online reviews, quality control, and handling initial complaints to ensure a positive experience. Strong communication skills and the ability to manage difficult conversations are essential.

Key Responsibilities:

• Monitor and respond to online reviews, encourage positive feedback, and maintain our brand image to enhance and protect our reputation.
• Review calls from sales and project management teams to ensure compliance with established protocols and quality standards.
• Address first-level complaints, lead investigations, and ensure that customer satisfaction meets company expectations.
• Assist in creating engaging content, organize video testimonials, and produce instructional videos to support customer use of our technology.
• Manage complaints and lead investigations to meet quality standards and deadlines.
• Maintain strong response times per SLA requirements, ensuring targets are met to deliver a positive customer experience and promptly resolve issues.

Requirements:

• Strong communication skills, with the ability to handle difficult and upfront conversations.
• Proven experience in customer success, quality assurance, or a similar role.
• Excellent negotiation skills.
• Familiarity with creating and managing online content.
• Ability to work independently and as part of a team.
• Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.

Work Schedule:

This role requires flexibility to work on a rotating schedule to meet customer needs:

• Schedule 1: Monday - Friday, 5:00 PM - 9:30 PM, with Thursday being 11:30 AM - 8:00 PM.
• Schedule 2: Monday - Wednesday, Thursday Off, Friday 9:00 AM - 5:30 PM, and Saturday 10:00 AM - 4:00 PM.

Benefits:

• Competitive salary
• Central location with free parking
• Opportunities for professional development

For further information on this role please give Ell a call on 01709 820102.