Due to continued growth, PayStream Accounting Services Limited have an opening for an experienced Customer Care Manager to join our Umbrella department at our Altrincham office.
We are looking for a driven and experienced Customer Service Manager who is able to manage teams of Customer Care Advisors in a harmonious, motivating manner whilst also meeting the critical delivery and service measure expected by our contractors.
The Role:
* Leading teams of Customer Care Advisors with the goal of customer service excellence at all times
* To develop and support our Customer Care Team Leaders
* Developing work processes and procedures
* Ensuring departmental SLAs are met
* Provide coaching, monthly 121s, recruitment and appraisals
The Person:
* You are a motivator and inspire those in your reporting line by leading by example
* Ability and commitment to deliver high levels of customer service
* Resilience and the ability to cope with difficult conversations
* Ability to communicate clearly to clients, contractors, agencies and colleagues
* Ability to develop rapport with contractors through written and verbal communication
* Ability to remain calm and professional in a pressurised customer service environment
* Ability to manage own time to deal with multiple tasks effectively
Requirements:
* Minimum grade C in Maths and English GCSE (or equivalent)
* Minimum of 2-3 years of management experience
* Passionate about customer service with previous experience of managing teams within a fast-paced customer service environment
* Experience in a telephony role
* Experience of working in a customer service-based role
* Strong problem solving and analytical skills
* Basic IT skills with the ability to learn and operate relevant computer systems
Progression:
* Professional qualification financial support with up to 6 days paid study leave for professional qualifications
* Training and personal development
Holidays:
* 23 days plus Bank Holidays which increase with length of service
* Plus your birthday off
Benefits:
* Great Place To Work Certified
* Salary reviews every February
* Company social events, treats and rewards
* Casual dress everyday
* Long service awards
* Enhanced maternity/paternity benefits
* Access to mental health first aiders and a support service
* Free fresh fruit delivered twice a week
* Personal accident cover
* Being part of an amazing culture
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PayStream Accounting Services Ltd is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age,
Job Types: Full-time, Permanent
Pay: £40,000.00-£43,000.00 per year
Benefits:
* Casual dress
* Company events
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
Ability to commute/relocate:
* Altrincham WA14 4RW: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Why do you think you would be a good fit for this role?
Experience:
* Customer Service Management: 2 years (required)
Work Location: In person