At a Glance
- Tasks: Lead a dynamic team to enhance customer service and operational performance.
- Company: Join Philips, a health tech company dedicated to improving lives.
- Benefits: Enjoy competitive salary, performance bonuses, flexible benefits, and access to Philips University.
- Other info: Collaborative work environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Strong management skills and a passion for customer satisfaction.
The predicted salary is between 45000 - 55000 £ per year.
The Customer Care Centre Manager is responsible for activities within our contact centre providing operational / business process support to internal and external customers for company products and services including the management of the Short-Term Planning team and oversight of operational performance of ASP planning teams and GBS Long Term Planning team.
Key Responsibilities/Duties:
- Ensures quality service and operational performance within the parameters of program and delivery standards.
- Analyses operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
- Selects, develops and evaluates personnel to ensure the efficient operation of the function.
- Responsible for employee staffing and ensuring program training, including product knowledge, process and communication training and support of overall service requirements.
- Support and lead transformation projects to improve operational performance and efficiency.
Role Requirements:
- Management of activities with responsibility for results.
- Management of resources to meet schedules and goals.
- Monitor and deliver set operational performance KPI’s.
- Interact with team, customers, and/or functional peer group managers involving matters between functional areas or customers and the wider organisation.
- Customer-facing skills including communication with the ability to understand requirements and build and maintain customer relationships.
- Familiarity working on issues of a diverse scope where analysis of situation or data requires evaluation of a variety of factors.
- Demonstrate strong leadership of a cooperative effort among members of a team.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Flexible working to fulfil the requirements of the business.
- Ensuring customer satisfaction.
From competitive salary and performance bonus to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.
How we work together: We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
About Philips: We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips.
Customer Care Centre Manager in Farnborough employer: Philips
Philips is an exceptional employer that prioritises employee well-being and professional growth, offering competitive salaries, performance bonuses, and flexible benefits tailored to support a healthy work-life balance. With a strong emphasis on collaboration and a culture that values every individual, employees are encouraged to engage in transformative projects that enhance operational efficiency while making a meaningful impact in the healthcare sector. Located in a vibrant environment, Philips fosters a supportive atmosphere where team members can thrive and develop their skills through access to Philips University and various training opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Centre Manager in Farnborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Philips. 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 Philips 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 Care Centre Manager in Farnborough
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 Philips:Your cover letter is your chance to shine! Tell us why you want to work at Philips 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 Philips!
How to prepare for a job interview at Philips
✨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.
