Customer Services Manager
Stevenage
Up to £32,500 per annum
ENB are supporting our Stevenage based client who are recruiting for a full time, permanent Customer Services Manager to join their organisation. As part of the leadership team, your role is to ensure all clients receive accurate the advice and support they require and that all the customer advisors are providing consistent help and support to their clients on a day-to-day basis.
This role is vital in fostering a culture of quality and excellence within the organisation and would be suited to somebody with the same passion for service delivery as them.
This person will lead up to a team of 11 and full leadership, guidance, support, development and recruitment for this department will be the successful applicants key responsibilities amongst others.
Day to day, alongside the leadership responsibilities, you'll also be focused on:
* Strategy and planning, ensuring that the department is focussed on the organisations objectives within the timeframes and deadlines
* Regularly reviewing risks and providing assurance that systems and procedures are effective to manage those risks
* Working with the wider management teams to ensure that data protection practices are embedded and maintained throughout their day-to-day operation
* Develop inclusive learning and development activities to meet quality standards and the organisation's learning and development plan with facilitation of group and one-to-one learning
* Operational management - maintaining, developing and monitoring relevant performance indicators and management processes,
* Ensuring quality and actively supporting the quality of support by continuous improvement and training
* Call monitoring to ensure the quality of support given to clients meets the organisations standards
* Manage the practicalities of the department including overseeing all issues relating to the service delivery, waiting times and call lengths
* Reporting any significant risks to the head of department
* Client Experience - using their written process for dealing with complaints, ensuring that regulatory requirements are met and ensuring any complaints are handled effectively
What experience are we looking for?
* Can display exceptional leadership experience
* Have previously worked within a customer service environment, preferable high volume
* Understanding the need to work occasional evenings and weekends, both on site and on-call, if required.
* Experience of monitoring and maintaining service delivery against agreed targets.
* Can demonstrate experience of driving innovation and service improvements
* Proven ability to create a positive working environment