Customer Service Manager (Contact Centre)

Customer Service Manager (Contact Centre)

£37,500 - £40,000

St Albans

The Customer Service Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment.

Main responsibilities:

• Allocate cases to Customer Service team daily and ensure SLAs are met.
• Run weekly management reports for Operations teams and present a monthly slide deck to the executive team on caseload headlines, changes, risks etc.
• Facilitate ongoing training and development of staff to deliver a high standard of customer care.
• Develop a communication method and regular updates to staff taking overflow calls, scripts and process in particular.
• Manage continuous improvement within the department, updating processes and systems to ensure that they are fit for purpose.
• Support the customer service team to ensure quality and productivity targets are met.
• Resolve all customer service complaint escalations (consumers and retailers).
• Lead with professionalism during periods of change, displaying motivating and encouraging behaviours.
• Utilise social media, telephony, and online systems with exemplary attention to detail.
• Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training, and all Feedback within the team.
• Maintain the CRM system, ensuring that it’s kept up to date.

About you:

• Minimum 5 years Management experience within a similar role
• Self-Motivated and ability to work well under pressure.
• Be able to work on your own initiative.
• Excellent verbal and written communication skills
• Positive expectations of success and delivery
• Experience leading a team to targeted KPIs.
• Empathetic, Decisive, Approachable and Adaptable

Benefits:

• 22 days holiday plus bank holidays, increasing with length of service.
• Company pension
• Life insurance (x4 base salary)
• Private medical insurance
• Company events
• Free parking

Supplemental pay types:

• Bonus scheme (discretionary)
• Company sick pay (discretionary)