Customer Service Manager

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Job Description

Permanent Full-time

Location: Sale, Greater Manchester

Reports to: Head of Operational Services

Salary: £36,000

Line management responsibilities: Yes

Overview

Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

Customer intimacy is at the heart of what we do, understanding the wants and needs of our customers and providing a personalised customer experience that maximises our innovative technology and products. We are looking for a like-minded, forward-thinking, Customer Service Manager to join our busy, fast-evolving team.

In this highly responsible role, we are looking for a self-motivated manager to drive team performance and take this team to the next level.

In managing the majority of communications from our extensive customer base across phone, MS Teams, e-mail, and live chat, no day is ever the same for TQUK's Customer Service Team. As a Customer Service Manager, you will have an opportunity to shape customer service strategies, processes, and best practice.

Key Responsibilities

1. Oversee and lead on all aspects of the customer service experience.
2. Understand the key requirements of delivering outstanding customer service, setting high standards and expectations for team members.
3. Take ownership of company policies, processes, and SLAs within customer service.
4. Make authoritative, consistent, and consequential decisions relating to own area of responsibility.
5. Collaborate with cross-functional teams and managers to align customer service goals with broader business objectives.
6. Foster a positive work environment that encourages teamwork, accountability, and innovation.
7. Proactively engage with customers.
8. Continuously review data and customer feedback, analysing trends and actively reacting to findings.
9. Lead on customer escalations, resolving complex or high-priority matters with diplomacy and urgency, and overseeing our formal complaints process.
10. Establish and track key performance indicators (KPIs) related to customer service effectiveness and team productivity.
11. Work closely with the Customer Service Team Leader to ensure all team members are well prepared, audited, trained, and have the required tools to effectively perform and excel in their roles.
12. Present monthly high-level reports on team performance, customer trends, and areas for improvement to the Head of Operational Services, ensuring data is understood, accurate, and utilised to drive performance.
13. Demonstrate a high level of initiative and self-motivation in managing day-to-day responsibilities, ensuring that all tasks are completed with minimal supervision.
14. Independently evaluate performance by analysing and interpreting data and metrics to drive continuous improvement.
15. Take ownership of departmental goals and consistently work towards achieving or exceeding established targets.
16. Report to the Head of Operational Services on compliance, risk, and operational issues across all areas of responsibility.

Other Responsibilities

1. Lead on customer account calls, customer strategies, and face-to-face meetings.
2. Deliver company-wide call handling and email etiquette training.
3. Take ownership of TQUK's self-service knowledgebase tool, working closely with managers to ensure version control measures are in place and FAQs are continuously reviewed.
4. Understand, take pride, and own each set process within customer service, ensuring high expectations are set and always followed.
5. Experienced in the use of customer service technology, including managing telephony platforms, databases, and CRMs.
6. Experienced in high-level telephony analytics and reporting.
7. Proficient in evaluating performance by analysing and interpreting data and metrics.
8. Experience in customer service delivery and management.
9. Experience in implementing, streamlining, and writing processes.
10. Ability to motivate and influence at all levels.
11. Experienced in risk and change management.
12. Strong planning and organisational skills.
13. Highly motivated and inspirational.
14. Excellent Leadership Skills.
15. Ability to drive and deliver a culture that emphasises continuous improvement, efficiency, and value for money.
16. Work well with others.
17. Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.

Key Characteristics

Here are just a few of the essential soft skills you will need to successfully join our team:

1. Drive for perfection.
2. Run a tight ship.
3. Ability to see the bigger picture.
4. A transparent leadership style that facilitates high achievement by bringing out the best in others.
5. Integrity and discretion.
6. Have a willingness to learn.
7. Be courteous.
8. Be willing to put the team first.

Desirable

1. Previous experience in customer service management.
2. Strong written skills and verbal communication.
3. Experience of working in a fast-paced environment.
4. Experience in team performance and process management.

Key Benefits

1. Training, Qualifications & Apprenticeships. It's what we do!
2. 25 days annual leave plus 8 days Bank Holiday (33 in total).
3. An extra day off to celebrate your birthday.
4. Annual Loyalty Bonus.
5. Annual salary review.
6. Private Health Insurance.
7. NEST pension.
8. Cycle to work scheme.
9. A positive and supportive working environment.
10. Comprehensive onboarding.
11. A workplace that supports a healthy work/life balance.