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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)
Customer Service Administrator St Albans £25,000 - £27,000 Depending on Experience Bonus Job Description: The role of Customer Service Administrator involves efficiently managing all customer complaints in a timely manner. Reporting to the Customer Service Team Leader, you will play a crucial part in addressing customer concerns and maintaining high levels of satisfaction. Additionally, you may be involved in various administrative tasks to support office operations. Key Responsibilities: Promptly answer incoming calls and direct them appropriately. Respond to customer inquiries in a timely and courteous manner. Handle and resolve customer complaints while maintaining accurate records in the CRM system. Log all customer interactions and ensure proper documentation. Collaborate with Area and Regional Managers to address and resolve complaints effectively. Escalate unresolved issues to the relevant teams for further action. Monitor and provide feedback on the efficiency of customer service processes. Ensure compliance with established procedures. Maintain CRM database and attach relevant correspondence. Additional Duties: Welcome and assist guests, offering refreshments as needed. Manage meeting room bookings and ensure rooms are clean and stocked. Provide support to other Company Administrators during busy periods or when covering for annual leave. 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 This role requires strong communication skills, attention to detail, and the ability to multitask effectively. If you're passionate about delivering exceptional customer service and thrive in a dynamic environment, we encourage you to apply.
Our client is one of the UK's largest and most progressive Leisure and Sports Centre operators. They are currently looking to recruit a Cleaning Manager to join one of their flagship centres based in St Albans. They require a highly motivated and results driven colleague to supervise their cleaning team to deliver a service which generates compliments and increases customer's visits. This role will focus on the cleaning of general facilities within the centre. The manager's role will require 32hrs cleaning as part of the team rota, this to include day, overnight and weekend shifts, along with 8hrs admin, to support training, ordering, organizing rota's and liaising with suppliers. We need a Cleaning Team Leader who will... Be able to lead and motivate a diverse team fully embracing our company values Achieve high levels of cleanliness throughout the centre following the centres cleaning schedule Deliver an exceptional level of customer service & leadership Be able to act as a key holder of the centre Work using your own initiative A first aid qualifaction will need to be achieved within a set period of time if not already qualified. This position will involve day, evening and weekend work, including public holidays. Full training will be provided. What can we do for you? Well, along with a competitive salary and opportunities for development, you'll also get to enjoy working in a vibrant, exciting and friendly environment. Furthermore, as an added bonus, you and a partner/children will also get to enjoy free membership to our clients 220 plus centres nationwide.