Flexsource NI are currently recruiting for a Contacts Team Manager, on a temporary fulltime basis, with a starting salary of £18.13 per hour.
Responsibilities
* Ensure a highly focused, customer orientated approach is embedded throughout the team to help protect key customer service metrics via adherence to agreed SLAs and provision of excellent customer service, ensuring all queries (reportable and non-reportable) are effectively case managed and resolved in an efficient manner.
* Coordinate, strategically plan and prioritise contacts team workload.
* Drive continuous improvement by reviewing team processes to maximise efficiency and enhance customer service.
* Manage the performance of the overall team and individuals ensuring issues regarding quality and productivity are promptly identified and addressed.
* Ensure financial adjustments and account amendments undertaken by them & the wider team are done so in line with the limits permitted in the Financial Delegations and consistent with company policy.
* Act as Contacts Team lead in 'Customer' service improvement meetings and other cross-functional working groups e.g. Billing Scripts working group. Identifying issues and proposing solutions accordingly.
* Develop effective working relationships with other C&O Functions, Directorates and the outsourced billing partner.
* Deputise for the Billing & Collections Manager in periods of absence and undertake financial adjustments in line with the limits normally adhered to them.
* Direct management responsibility for circa Customer Account Officers and Supervisor.
Requirements
* Possess a 3rd level qualification (HND or Degree)
* 2 years experience in a Contacts Team Management role, within a regulated target driven environment
* Practical experience of providing policy interpretation and guidance to resolve escalated or complex customer contacts within a large-scale organisation.
* Experience of contribution to the development of new or improved processes with regards to customer service and contact handling.
* Competent in MS Office applications, including Excel & Word with experience of interpreting customer contact data and trend analysis and producing & presenting reports to Senior Management
* Highly proficient in interrogating and administering Customer Relationship Management/Billing systems
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