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Customer Service Manager (Contact Centre) £37,500 - £40,000 St Albans The Customer Service Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment. Main responsibilities: Allocate cases to Customer Service team daily and ensure SLAs are met. Run weekly management reports for Operations teams and present a monthly slide deck to the executive team on caseload headlines, changes, risks etc. Facilitate ongoing training and development of staff to deliver a high standard of customer care. Develop a communication method and regular updates to staff taking overflow calls, scripts and process in particular. Manage continuous improvement within the department, updating processes and systems to ensure that they are fit for purpose. Support the customer service team to ensure quality and productivity targets are met. Resolve all customer service complaint escalations (consumers and retailers). Lead with professionalism during periods of change, displaying motivating and encouraging behaviours. Utilise social media, telephony, and online systems with exemplary attention to detail. Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training, and all Feedback within the team. Maintain the CRM system, ensuring that it's kept up to date. About you: Minimum 5 years Management experience within a similar role Self-Motivated and ability to work well under pressure. Be able to work on your own initiative. Excellent verbal and written communication skills Positive expectations of success and delivery Experience leading a team to targeted KPIs. Empathetic, Decisive, Approachable and Adaptable Benefits: 22 days holiday plus bank holidays, increasing with length of service. Company pension Life insurance (x4 base salary) Private medical insurance Company events Free parking Supplemental pay types: Bonus scheme (discretionary) Company sick pay (discretionary)
R13 Recruitment are proudly collaborating with an award-winning organisation in the international travel sector in their recruit for a Customer Relations Manager, who will focus on the effective management of complaints. You will have strong customer service skills and a passion for providing great service, and will be joining an exciting organisation that really values their contact centre team and offers a fantastic chance to develop your skills. This is a permanent position, offered on a full time or part time basis. The offered salary for this position is £24,000 to £26,000 depending on experience. The Company They are multi award-winning, family run organisation in the international travel sector. They are an independent business, who put the customer at the core of everything they do, hence their tremendous success in the industry. The benefits 25 days annual leave bank holidays Company pension scheme Parking available Company events The day to day Effectively handling customer complaints, providing swift resolutions where possible. Monitoring, managing and reporting on complaint case workloads. Reviewing current processes and seeking ways to improve. Identifying opportunities to prevent future negative issues and complaints. Acting as a mediator, understanding the facts and gaining a full assessment of the issues that have arisen. Liaising with both customers and providers. Taking responsibility for the decisions you make, aiming to make the best choice for customers and suppliers. You will have/be Previous customer service experience and a passion for providing great service. Experience with complaint handling. Confident on the phone, with a great telephone manner. Effective rapport building skills, with the ability to liaise and negotiate with all types of customers. Excellent written and verbal communication skills. Computer literate with a good grasp on Microsoft Office applications. A keen eye for detail. A team player. Flexible and adaptable to company and team needs. How to apply To hear more details about this fantastic opportunity please email your CV to Tasha Coe - Recruitment Manager at rthirteen recruitment. If you don't hear from us within 5 working days upon initial submittal of your CV, please assume you have been unsuccessful.