The Customer Services Manager is responsible for managing a high level of administrative support services for 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. This role offers hybrid working - hours are Monday to Friday plus bonus.
Key Responsibilities & Duties
- 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