Customer Service Manager
Location: Mid Kent (Hybrid Working)
Hours: 35 hours per week
Salary: £50,000 – £55,000
We are seeking a Customer Service Manager to join a leading business in Mid Kent. In this role, you will manage a team of up to 20 staff, overseeing the day-to-day operations and ensuring excellent service delivery.
The ideal candidate will have experience in handling escalations, managing shift patterns, and thriving in a fast-paced environment. Previous experience in a call centre setting would be highly advantageous.
Duties Include:
1. Lead and support the customer service team, providing coaching, guidance, and performance management to maintain high standards.
2. Foster a positive, collaborative, and customer-focused team culture that encourages continuous improvement.
3. Oversee daily operations, ensuring service levels and efficiency targets are consistently met across all channels.
4. Monitor team performance and productivity, using data to identify improvements and optimise resource allocation.
5. Manage escalated or complex customer issues, ensuring fair outcomes and resolution in line with policies.
6. Support operational change initiatives, process improvements, and the delivery of multi-channel customer services.
7. Maintain compliance with internal policies, regulatory standards, and risk controls while managing key stakeholder and supplier relationships.
The successful candidate must have/be:
8. Previous experience in banking or financial services is desirable.
9. Call centre management experience is highly advantageous.
10. Strong communication and interpersonal skills are essential
This role is being handled by Holly Ensoll, Business Support Consultants for Pearson Whiffin Recruitment.