Customer Service Manager

Overview

Customer Service Manager

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

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

Responsibilities

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

Experience

• Working within a regulated environment – Preferred
• Complaint’s administration and management – Preferred
• Live Chat management – Preferred

Qualifications

• IF1 preferred

Benefits

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