Job Description Customer Services Manager – Wimborne – Up to £44K – Great Benefits
Are you an experienced leader with a passion for customer service?
We’re looking for a Customer Services Manager to join our client’s team. In this role, you'll lead a high-performing team, ensure regulatory compliance, and deliver outstanding customer experiences. If you're ready to take on a key leadership role and make a real impact, we'd love to hear from you!
Key Responsibilities:
Lead team performance through coaching, feedback, and regular reviews.
Motivate the team to enhance productivity and customer experience.
Coordinate workloads to ensure efficient, high-quality service delivery.
Monitor KPIs (call volumes, abandonment, and acceptance rates) to meet targets.
Ensure adherence to regulatory and internal controls, maintaining accurate documentation.
Report on risk changes and manage compliance within the risk management framework.
Drive team development through training and collaboration with Learning & Development.
Prepare and deliver reports, supporting key projects and decision-making.
Oversee recruitment and onboarding of new team members.
Act as a subject matter expert for complex queries and escalated calls.
Keep the team engaged wi...