Robert Half are currently recruiting a Customer Service Manager for a scale-up business in Cardiff.
The successful candidate will spearhead the management and guidance of a dedicated team of Customer Care Consultants. Your role will involve communicating customer sentiment, challenges, and feedback across the organisation to drive enhancements in the customer experience. Fostering a culture of learning and development will be pivotal, wherein teamwork, agent engagement, and empowerment are nurtured through coaching, performance evaluation, and continuous skill enhancement, aligning with the company's Mission, Vision, and Values.
Location: Cardiff
Annual Salary: Up to £40,000 dependant on previous experience
Key Responsibilities:
* Provide leadership to consultants
* Uphold integrity, diligence, and transparency
* Identify and nurture talent for future success
* Drive improvements in customer experience using feedback channels
* Lead, develop, and inspire a customer service team
* Generate management reports on process enhancements and key metrics
* Manage customer complaints within protocols and timelines
* Collaborate on resource allocation with planning managers
* Ensure ongoing training and compliance with procedures
Qualifications:
* Preferably holds IF1 certification.
Personal Qualities:
1. Demonstrat...