The Customer Services Manager is responsible for managing a high level of administrative support services for our client's customers and field force, from initial contact through to the end of the contract terms. The Customer Services manager will manage and contribute to projects and changes effecting the customer services environment, as defined by the Chief Operating Officer and/or business/regulatory requirements.
Client Details
Our client is a well established business based in Bromley seeking an experienced Customer Services manager to join their busy team!
Description
The key responsibilities:
- Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
- Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
- Sets and reviews progress against objectives
- Develop, implement, maintain and monitor service level standards.
- Develop and maintain quality controls.
- Review, improve, streamline and implement administration processes, procedures and system.
- Procedures being up-to-date and fit for purpose.
- Reviews and manages complaints
- Monitors and manages escalated calls and quality reviews.
- Works within agreed process and payment authority levels.
- Provides monthly MI reports to senior management.
- Provides statistical reporting to HMRC.
- Monitors and manages the Customer Service Risk Register
Profile
A successful Customer Services Manager should have:
- Previous experience within a customer services management role.
- Previous experience within the financial services industry would be desirable
- Able to commute to Bromley
- Excellent communication skills, both written and verbal
- Highly organised
- IT literate
Job Offer
- An attractive salary ranging between £38,700 - £47,300 per annum
- Generous holiday leave
- A supportive and inclusive team culture
- Opportunities for professional growth and advancement
If you are passionate about customer service and looking for a rewarding role in a well-established financial services company, we encourage you to apply for the Customer Services Manager position.