Senior Customer Service Centre Manager UK & Ireland
At Viking we are fanatical about customer service!
Our long-standing reputation as experts in work-place solutions is founded on delivering a first-class experience to our customers in all areas of the customer order cycle - order management, queries and delivery information. It is this service excellence that enables us to build long-term relationships with our customer base.
As a result of internal progression, Viking is recruiting for a Senior Manager to lead our Customer Services function in the UKIE region.
With customer service hubs in Leicester, Manchester and Ireland, you will be responsible for a team of 6 Managers overseeing approx. 90 customer service professionals including advisors, training and back-office support and quality control specialists.
The ideal candidate will possess a minimum of 5 years' experience in leading multi-site customer service teams within the UK, focusing on quality, customer experience and generating sales through service. Accustomed to working as part of a regional management/ leadership team, you will have the ability and appetite to work across strategic and operational levels, driving results while engaging, motivating and developing your people, with a laser focus on KPIs and meeting departmental objectives.
In regular contact with the wider European organisation as well as local functions in other disciplines (logistics, sales, marketing), you will be a strong networker, able to build relationships across countries and regions, sharing best practice and working collaboratively with your counterparts for the continuous improvement of the overall customer service function.
The role will involve regular travel particularly between the Manchester and Leicester offices, with a hybrid working arrangement, 3 days in the office and 2 days working from home.
Responsibilities
- Lead Customer Service teams across multiple sites and drive talent and culture initiatives to keep developing a high-performing team
- Manage resources and utilize assets to achieve qualitative and quantitative KPIs and monthly service level according to Viking standards.
- Contribute to the company's sales and profitability targets by devising and implementing strategies to generate additional sales via key cross selling and up selling campaigns
- Develop strategy and establish customer service-related programs for the region
- Manage all activities associated with incoming and outgoing customer service operations, including developing and implementing policies and procedures
- Ensure continuous improvement of processes, systems, and communications
- Improve customer service experience, create engaged customers and facilitate organic growth
- Oversee and coordinate cross-functionally the resolution of most complex issues and concerns
- Evaluate root cause analysis to eliminate reoccurring customer issues
- Provide oversight and thought leadership in proposing process changes and documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration, and rollout of new and existing systems
- Create an inspiring working environment promoting Viking core values
- Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports
Skills & Experience required:-
- Passion and commitment for customer satisfaction and service excellence
- Strong leadership skills; supportive, committed to driving team success and facilitating development of team members
- Minimum of 5 years' experience in customer service or related field at management level
- Strong written and verbal communication skills
- Outstanding organisational, problem-solving and multi-tasking skills
- Self-motivated, proactive and able to work with minimal supervision
- Experience in B2B and B2C customer service environments ideally within the retail sector