At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional experiences.
- Company: Join a dynamic company committed to customer excellence in Enfield.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Embrace a culture of continuous improvement and collaboration.
- Why this job: Make a real impact on customer satisfaction and operational success.
- Qualifications: Proven leadership in customer service and strong analytical skills.
The predicted salary is between 45000 - 55000 £ per year.
Are you an experienced customer service leader looking to make a real impact across a large operational division? We’re looking for a Divisional Customer Service Manager to join our Specialist Division based in Enfield and play a pivotal role in driving customer excellence, operational performance, and continuous improvement across multiple contracts and teams. This is a highly influential leadership role where you’ll be responsible for shaping customer service strategy, leading high-performing teams, improving service delivery, and supporting the operational success of a growing and dynamic business.
About The Role
As Divisional Customer Service Manager, you will provide leadership and direction across customer service, scheduling, administration and customer experience functions, ensuring exceptional service standards are delivered at every stage of the customer journey. Working closely with operational leaders, clients, and key stakeholders, you will drive performance, identify opportunities for improvement, and implement innovative solutions that enhance customer satisfaction, operational efficiency, and business performance.
Key Responsibilities
- Lead, develop and inspire customer service, scheduling and administration teams across the division
- Drive a customer-first culture focused on delivering an outstanding customer experience
- Monitor, analyse and challenge KPI performance to identify trends, risks and opportunities for improvement
- Lead the management of customer complaints, ensuring effective resolution and using insight to drive service enhancements
- Develop and implement divisional customer service strategies that support operational and business objectives
- Work in partnership with operational leaders to improve productivity, efficiency and profitability across contracts
- Champion continuous improvement initiatives, identifying opportunities to streamline processes and improve service delivery
- Build and maintain strong relationships with clients, customers, suppliers and internal stakeholders
- Attend and lead customer and client performance meetings, providing insight and recommendations
- Ensure full compliance with company policies, procedures and operating frameworks
- Lead performance management activities including coaching, mentoring, development planning and PDRs
- Support resource planning, workforce management and service optimisation to meet business demands
- Produce and present customer service performance reports to senior stakeholders
- Drive consistency and best practice across all customer service functions within the division
Essential Experience
- Proven experience leading customer service, scheduling or operational support teams within a service-led organisation
- Strong leadership skills with experience managing multiple teams and stakeholders
- Experience analysing performance data and implementing service improvements
- Demonstrable experience managing complaints, customer escalations and customer satisfaction initiatives
- Ability to influence and collaborate with stakeholders at all levels
- Strong commercial awareness with an understanding of operational performance and profitability
- Experience of driving change and continuous improvement programmes
Skills & Attributes
- Exceptional communication and interpersonal skills
- Strong analytical and reporting capabilities
- Highly organised with excellent attention to detail
- Ability to work in a fast-paced operational environment
- Proactive problem solver with a solutions-focused approach
- Passionate about delivering excellent customer outcomes
- Strong coaching and people development skills
- Advanced Microsoft Office skills, particularly Excel
Divisional Customer Services Manager in Enfield employer: WPS
WPS is an exceptional employer that prioritises the professional growth of its employees while fostering a collaborative and innovative work culture. As the Executive Risk & Assurance Lead, you will have the unique opportunity to influence strategic decisions at the Board level, supported by a commitment to employee development and a proactive approach to risk management. Located in a dynamic environment, WPS offers a range of benefits that enhance work-life balance and promote a strong sense of community among its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Divisional Customer Services Manager in Enfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WPS. 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 WPS 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 Divisional Customer Services Manager in Enfield
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 WPS:Your cover letter is your chance to shine! Tell us why you want to work at WPS 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 WPS!
How to prepare for a job interview at WPS
✨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.
