THE OPPORTUNITY: Macildowie are currently recruiting for a Customer Service Manager working for a business based in Leicestershire. In this role you will be responsible for the Customer Service Centre Team to identify, develop and implement customer service process improvements. This is a permanent full time position.THE ROLE & YOUR RESPONSIBILITIES: Managing one of the Customer Service Centre teams, providing them with positive support, advice and encouragement in their development, providing cover in the absence of the other Team Leader. Allocating in-bound workloads and developing specific programmes of activity, such as outbound calling and emailing to customer service advisors to meet the needs of training providers and of the membership recruitment, renewal and engagement programmes, assisting the team with its daily workload as demand occurs. Monitoring accuracy and efficiency of operational processing and providing a monthly processes performance report to the Manager - Customer Service Centre, with recommendations for change or development where appropriate. Working with the IT and Digital teams to scope and test developments to related systems, resolving any issues and reporting to the Manager - Customer Service Centre as appropriate. Providing analysis and reports on membership and training provider activity to identify patterns of behaviour and opportunities for development. Ensuring that their team provides a first-class ...