The Customer Service and Complaints Manager will oversee day-to-day operations within the customer service department, ensuring the delivery of exceptional service and leading a team of 15. This role requires strong leadership skills to optimise team performance and maintain operational efficiency, based in Watford.
The company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10+, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous.
Description
* Manage the contact centre team to deliver excellent customer service.
* Develop and implement strategies to improve operational efficiency.
* Monitor customer interactions to ensure quality and compliance with standards.
* Analyse performance metrics and prepare detailed reports for senior management.
* Handle escalated customer issues and provide effective resolutions.
* Collaborate with other departments to enhance customer service processes.
* Oversee training and development programmes for contact centre staff.
Profile
A successful Customer Service and Complaints Manager should have:
* Previous experience in a contact centre or customer service management role, leading teams of 10+ within a highly regulated industry.
* Strong leadership and team management skills.
* Proficiency in analysing data and using CRM systems.
* Excellent communication and problem-solving abilities.
* A proactive approach to improving processes and customer satisfaction.
Job Offer
* Competitive salary negotiable depending on experience
* 26 days annual leave plus bank holidays
* Up to 10% bonus
* A permanent position within a reputable organisation.
* Opportunities to shape the customer service strategy and drive improvements.
* Supportive and professional work environment.
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