Customer Service Manager
Stoke on Trent
Permanent
Our client is one of the leading companies within their field and one of the world's fastest growing full-service organisations. Operating from impressive offices in the heart of Staffordshire with an excellent salary and benefits package. Due to growth and the retention of a substantial contract, we are seeking an experienced member of staff to work in the role of Client Service Desk Manager.
The role of the Client Service Desk Manager will be be responsible for the day-to-day management of a Client Service Desk operations for a busy team. Manage team members and maintain general communications. Provide strong leadership, creating a proactive and successful operational team which strives to exceed expectations, delivers to defined benchmarks and ensures that standards and processes are followed to provide a best-in-class customer service. Identifying and analyzing customer needs and expectations and developing strategies to meet them. Promotion of elevated customer relationship management and excellent communications from customer to supply chain management. Oversee vigorous auditing of all systems to identify trends, manage queues and drive continuous improvement and quality.
Duties to include:
- Oversee operational management of Client Service Desk and Client Compliance operations to promote effective service delivery to achieve agreed performance SLA's.
- To work collaboratively with the Client Account Manager and Customer Service Manager to ensure all contract requirements are met and positive Customer relationship management maintained to drive continual service improvements to promoted ongoing service growth.
- Responsible for ensuring all service requests (via all communications channels) and from external or internal clients, are actioned in a professional and timely manner by each member of the team achieving SLA consistently.
- Overall responsibility for ensuring the team effectively manage each service request and assign or escalate with consideration of agreed KPI's. Ensure that the correct process flows are consistently adhered to. · Oversee 100% of the requests, quotes, incidents, and compliance. Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all requests and incidents relating to both reactive and compliance teams. · Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customer
- Identify and recommend any improved methods and working practices as part of continuous service improvement in an effort to improve service quality and reduce costs.
- Ensure staff members are completely familiar with and observe client security and financial controls, achieved through frequent quality audit checks, on-going coaching of the team, training and effective communication.
- To coach, manage and provide on-going support and direction to both reactive service desk and compliance teams including 6 monthly reviews and monthly check ins
- Develop and deliver the Client Service Desk Induction/Training Plan, ensuring all individual requirements are met throughout the year whilst assisting to create defined Career Pathway for teams.
- Participate in projects to improve customer service experience across all service streams, improving the quality of the services offered and implementing initiatives to improve performance within the business.
In order to be successful in the role of Client Service Desk Manager you will be a strong, robust leader with experience working within a fast paced customer service environment.
You will be able to quickly identify training needs within the team and provide solid training and development plans for the team.
You will be ambitious and resourceful and be able to adapt to an ever changing environment.
Knowledge and Qualifications
- Good communication and leadership skills both verbally and written
- Strong organisational and administration skills
- Strong interpersonal skills
- Motivational skills and an ability to supervise and lead a team
- Problem solving skills
- Previous experience in a Leadership role
- Advanced Knowledge of Microsoft, Excel, Word & PowerPoint.
- 5 years' experience within a management role.
- Experience in managing a busy reactive environment.
- Ability to work to tight deadlines.
- Ability to work well under pressure.
If you have the relevant experience and would like to learn more, then please contact Safer Hand Solutions, and ask for Jo Glover. Alternatively, submit your application for consideration.