Overview
Customer Service Manager
This award-winning company now have this great opportunity for a Customer Service Team Manager
You will be working a 37.5 hours per week on a shift pattern. Will require one Saturday and one Sunday per month
Responsibilities
* You will be responsible for managing and leading a team of 10-15 Customer Service advisors.
* You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company’s Mission, Vision and Values.
* You will need to be familiar with service level agreements and support the business in achieving these.
* To manage and develop a team, focusing on delivering the best customer care service.
* To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trustpilot, Live Chat, MI and Complaints as well as Operational MI.
* To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.
* To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills.
* To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice.
* To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.
Experience
* Working within a regulated environment – Preferred
* Complaint’s 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
* Holiday 24 days plus birthday off
* Tech Purchase Scheme
* Pension
* Holiday Buy Scheme
* Life Assurance (4x Salary)
* Christmas Savings Club
* Discounted Cinema Tickets
* Shopping Discounts for 1000s of High Street Retailers
* Length of Service Awards
* Staff Referral Scheme
* Discounted Travel Insurance
* Reward and Recognition Scheme
* Personal Development (inc. Courses and Qualifications)
* Social Events
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