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)