Customer Service Manager in Cardiff

The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide. Within the UKSR, the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.

Reporting to the Customer Contact Manager, the Customer Service Manager is responsible for the delivery of first-class customer service through management of front-line, multiskilled customer service teams. Pro-actively managing performance to ensure customer needs and MCA Service standards are met. Managing flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development. Engaging and developing staff, ensuring a focused and high-quality customer centric workforce.

The Contact Centre operates 7 days per week: Mon - Fri 7.30am - 6.00pm, Sat - Sun 9.00am - 4.00pm. This role participates in a rota which covers the opening hours including early starts and late finishes. There is also a requirement to work 1 in 6 weekends on a rota basis, though this may become more frequent depending on staffing levels, and some bank holidays.

Responsibilities:

• Direct line management of a multi-skilled Customer Service team with indirect responsibility for Customer Service Agents outside the team during rota'd shifts (including early morning, evening and weekends).
• Responsible for ensuring MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams.
• Monitor the team and customer-driven online activity, pro-actively managing resource to achieve gold standard customer service by aiming for a departmental Abandon Rate of 3% and Service level above 85%.
• Put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required.
• Monitor the team workload and pro-actively manage resource to achieve SLAs for customer requests ensuring GDPR compliance at all times.
• Manage escalated complaints or staff referrals for complex applications and customer enquiries.
• Participate in recruitment campaigns as required by the Customer Contact Manager.
• Work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency and resource cover across the department.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

Qualifications and Requirements:

• Experience working in a fast-paced, service-led, customer-facing environment and providing high quality customer service.
• Effective communication skills, both verbally and in writing.
• Confidence in managing SLAs and KPIs.

Disability Confident:

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

Benefits:

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King's birthday.
• Flexible working options where we encourage a great work-life balance.

Find out more about what it’s like working at Maritime and Coastguard Agency - Department for Transport Careers.