Customer Service Manager (Bristol)

LAGOFIRE SRL; Bristol; Hybrid; GBP 30,000 - 60,000

Job description

Description

Reporting to the Contact Centre Manager, you will be responsible for delivering an exceptional experience for our customers across all inbound channels.

Leading a large team, your role will cover all aspects of managing a contact centre, ensuring you foster a positive culture to support employee growth. You will need to deliver against Contact Centre service levels and departmental KPI's, as well as supporting the strategic direction of the business.

Having the ability to create an environment for your teams to be engaged and motivated is core to being successful in this role.

Qualifications

You will:

1. Need exceptional people leadership skills as you will be responsible for creating a team that will lead Contact Services through a transformation journey.
2. Have a passion for people, with a desire to ensure that your centre works at its best.
3. Lead, inspire, and co-ordinate your team at all levels to create motivated and engaged colleagues.
4. Have a commercial mindset, always focusing on how you can provide an efficient service that still has the customer at the heart of the solution.
5. Be comfortable working independently as well as working collaboratively with the wider Customer Contact Services Management team.
6. Have a history of working in collaboration with training and coaching areas.
7. Be an energetic, enthusiastic, and passionate leader who motivates their team managers to deliver excellent results.
8. Have a supportive, inclusive, and empathetic leadership style that understands how to get the best from everyone.
9. Lead by example and demonstrate confidence, resilience, and professionalism.
10. Be proud to develop, support, and empower others to achieve their ambitions.
11. Be an excellent team player who works collaboratively and creatively to enhance and improve service delivery.
12. Embrace change and deliver change in a way that is engaging and brings employees on the journey.
13. Be forward-thinking with the ability to create ideas, improvements, and support the strategic agenda.
14. Have the ability to establish and maintain strong relationships between both contact centres (Bristol or Edinburgh).

Minimum criteria

1. People Development: Experience in dealing with complex people cases, including disciplinaries in line with company policy.
2. Customer service expertise: Deep understanding of customer service principles and practices to ensure high-quality interactions.
3. A proven track record: Historical examples of delivering excellent and consistent levels of excellent customer service.
4. Digitalisation: Experience of digitalisation and automation within the contact centre environment, including AI, chatbots, and omni-channel.
5. Strong commercial awareness: Strong commercial awareness and business judgement, with the ability to work well under pressure.
6. Analytical skills: Capability to analyse data and metrics to identify trends and make informed decisions.
7. Support transformation: A background in supporting transformation within customer service.
8. Budgets & KPI's: Previous experience of working to budgets and KPI's.

Benefits

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance, and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

1. We find solutions.
2. We drive change.
3. We care.

We operate hybrid working across the organisation where we split our time between working on-site at our offices and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:

1. An annual discretionary bonus.
2. 15% non-contributory pension (9% non-contributory pension during the probation period).
3. Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help.
4. Employee Discount Scheme with a huge number of retailers and an app to save on the go.
5. Discounted Electric/Hybrid Car Salary Sacrifice Scheme.
6. Access to the Cycle to Work Scheme (we have showers, changing rooms, and secure bike sheds on site).

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

1. 28 days annual leave with the option to purchase and sell days.
2. Funded Private Medical Insurance cover.
3. Critical illness insurance.
4. Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP.
5. Funded health screening for over 50s.
6. 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it.
7. Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations.
8. Access to Prayer room and quiet spaces whilst working in the office.

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include:

1. Dental Insurance.
2. Health and cancer screenings for you and your partner.
3. Discounted gym memberships.
4. Charitable giving.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.