At a Glance
- Tasks: Lead and develop a dynamic team to deliver exceptional customer service.
- Company: Join a thriving company in Bromley with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, annual bonus, generous leave, and childcare vouchers.
- Other info: Full-time, permanent role with excellent career growth opportunities.
- Why this job: Make a real difference by coaching a talented team and enhancing customer experiences.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
Location: Bromley
JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi-skilled team of customer service agents.
Main duties for the Customer Services Manager:
- Lead, coach and develop a team of circa 20 customer service professionals to achieve both individual and team success.
- To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans.
- Sets and reviews progress against objectives.
- To develop, implement, maintain and monitor service level standards.
- To develop and maintain quality controls.
- To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement.
- Ensure procedures are up-to-date and fit for purpose.
- Review and manage escalated calls and quality reviews.
- To work within agreed process and payment authority levels.
- Provide monthly management information reports to Senior management.
- Provide statistical reporting to HMRC.
- Monitor and manage the Customer Service Risk Register.
Person Specification for the Customer Services Manager:
- Significant people leadership experience within customer service financial services.
- Successfully managing, developing and motivating a team.
- Conducting appraisals and creating development plans.
- Good organisation skills and ability to prioritise to meet business and project deadlines.
- Good communication and interpersonal skills at all levels.
- Strong written and oral communication skills.
- Previous experience in a financial background would be advantageous, but not essential.
The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:
- Discretionary annual bonus.
- 28 days' annual leave plus bank holidays.
- One day of paid leave each year for charitable or community work.
- Childcare voucher scheme.
- Contributory pension and life insurance.
This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above.
Customer Service Manager employer: Julie Rose Recruitment
Join a dynamic and supportive law firm in Bromley as an HR Assistant, where you will gain invaluable experience while pursuing your CIPD qualification. Our culture fosters professional growth, offering flexible part-time hours that allow for a balanced work-life integration, alongside opportunities for hands-on learning in a collaborative environment. With a commitment to employee development and a focus on maintaining a positive workplace atmosphere, we are dedicated to nurturing your HR career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Julie Rose Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Julie Rose Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Julie Rose Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Julie Rose Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Julie Rose Recruitment!
How to prepare for a job interview at Julie Rose Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
