£43K/yr to £47K/yr
London, England
Permanent, Variable

Customer Services Manager

Posted by Julie Rose Recruitment.

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.

Main duties for the Customer Services Manager:

  • Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
  • To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans
  • Sets and reviews progress against objectives
  • To develop, implement, maintain and monitor service level standard
  • To develop and maintain quality controls
  • To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement
  • Ensure procedures are up-to-date and fit for purpose
  • Review and manage escalated calls and quality reviews
  • To work within agreed process and payment authority levels
  • Provide monthly management information reports to Senior management
  • Provide statistical reporting to HMRC
  • Monitor and manage the Customer Service Risk Register

Person Specification for the Customer Services Manager:

  • 2 years' customer service management experience, ideally within a financial services environment
  • Achieved or willing to undertake a Level 3 Award in Financial Administration
  • Successfully managing, developing and motivating a team
  • Conducting appraisals and creating development plans
  • Good organisation skills and ability to prioritise to meet business and project deadlines
  • Good communication and interpersonal skills at all levels
  • Strong written and oral communication skills
  • Previous experience in a financial background would be advantageous, but not essential

The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:

  • Yearly bonus - 14% of salary
  • 25 days' holiday
  • Season ticket loan
  • Childcare voucher scheme
  • Contributory pension and life insurance
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