Customer Service Manager
We are looking for a Customer Service Team Manager.
You will work 37.5 hours per week on a shift pattern, including one Saturday and one Sunday per month.
Are you?
* Strong in coaching and people development
* Have a complete and thorough understanding of the end-to-end customer service process
* Familiar with SLAs and KPIs
* Experienced in managing customer complaints
The role
You will be responsible for managing and leading a team of 10-15 Customer Service advisors and promoting a learning and development environment. Key responsibilities include:
* Manage and develop the team, focusing on delivering the best customer care service.
* Drive improvements in the customer experience across the business, using customer sentiment channels such as Trustpilot, Live Chat, MI, complaints and operational MI.
* Provide motivational and inspirational leadership to consultants with varied skills and abilities.
* Identify exceptional talent and develop for future success through mentorship, coaching and development.
* Produce and deliver management reports identifying process improvements, analysing customer service activity, operation and agent productivity, KPIs and best practice.
* Manage customer complaints within the predefined process and procedures, adhering to regulatory timeframes.
Experience
* Working within a regulated environment – Preferred
* Complaint administration and management – Preferred
* Live Chat management – Preferred
Qualifications
* IF1 – preferred
Benefits
* Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations, etc.)
* Employee Assistance Programme
* 24 holiday days plus birthday off
* Tech Purchase Scheme
* Pension
* Holiday Buy Scheme
* Life Assurance (4x Salary)
* Christmas Savings Club
* Discounted Cinema Tickets
* Shopping Discounts for thousands of high street retailers
* Length of Service Awards
* Staff Referral Scheme
* Discounted Travel Insurance
* Reward and Recognition Scheme
* Personal Development (incl. courses and qualifications)
* Social Events
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