Customer Service Manager

Customer Service Manager

This award-winning company now has this great opportunity for a Customer Service Team Manager.

You will be working 37.5 hours per week on a shift pattern.
Will require one Saturday and one Sunday per month.

Are you:

1. Strong in coaching and people development
2. Have complete and thorough understanding of end-to-end customer service process
3. Familiar with SLAs and KPIs
4. Experienced in managing customer complaints

The role:
You will be responsible for managing and leading a team of 10-15 Customer Service advisors.
You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement, and people development which underpins our company’s Mission, Vision, and Values.
You will need to be familiar with service level agreements and support the business in achieving these.

1. To manage and develop a team, focusing on delivering the best customer care service.
2. To drive improvements in the customer experience across the business, fully utilizing information from our customer sentiment channels such as Trustpilot, Live Chat, MI, and Complaints as well as Operational MI.
3. To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.
4. To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching, and development skills.
5. To produce and deliver management reports which identify process improvements, analyze customer service activity, operation and agent productivity, key performance indicators, and best practices.
6. To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.

Experience:

1. Working within a regulated environment – Preferred
2. Complaint’s administration and management – Preferred
3. Live Chat management – Preferred

Qualifications:

1. IF1 preferred

Benefits:

1. Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations, etc.)
2. Employee Assistance Programme
3. Holiday 24 days plus birthday off
4. Tech Purchase Scheme
5. Pension
6. Holiday Buy Scheme
7. Life Assurance (4x Salary)
8. Christmas Savings Club
9. Discounted Cinema Tickets
10. Shopping Discounts for 1000s of High Street Retailers
11. Length of Service Awards
12. Staff Referral Scheme
13. Discounted Travel Insurance
14. Reward and Recognition Scheme
15. Personal Development (inc. Courses and Qualifications)
16. Social Events