Customer Service Manager Role
We are seeking a skilled Customer Service Manager to oversee and support our contact centre operations. The ideal candidate will have experience managing customer service teams and driving quality, productivity, efficiency, and knowledge improvements.
Main Responsibilities:
* Drive change by collaborating with the contact centre and internal teams to enhance the customer service proposition.
* Ensure the contact centre meets weekly sales targets for telephone orders to drive profitability.
* Develop and implement new systems and processes to improve service proposition and work with suppliers to create relevant training guides.
* Serve as the escalation point for customer enquiries and ensure contracted SLAs are met.
* Monitor and report on customer service performance and take corrective action when necessary.
* Communicate trading plans, key launches, and events to the contact centre team.
* Manage payment platforms, review fraudulent transactions, and escalate to relevant departments.
* Hold regular meetings with the contact centre team and attend business reviews in person.
Person Specification:
* Proven experience in a Customer Service Management role.
* Able to analyze and interpret data sets.
* Understanding of payment platforms and ability to engage with internal and external partners.
* Demonstrate high attention to detail, methodical approach, and creative problem-solving skills.