Customer Service Resolution Manager

Iron Mountain, the No1 UK Market Leader in information management is seeking to recruit a number of talented individuals to join and strengthen its Livingston Customer Service Team due to rapid business growth. Working with organisations in every major industry of all sizes, including more than 95% of Fortune 1000 and over 85% of FTSE 100 companies, our company offers an outstanding career opportunity. We are looking for candidates who want to join a team that is leading the way in customer service and find it just as important to put customers at the heart of everything they do, as the current members of our excellent team do. With over 21,000 employees; 1000 facilities; and 3500 vehicles worldwide, Iron Mountain is truly a well-established, global company with promising future. It is a company that built up its reputation as the "world`s trusted partner for information protection and storage services", safeguarding and providing access to more than 425,000,000 cubic feet of paper records and 65,000,000 computer backup tapes. Since we value our employees just as our customers, we offer our team members a wide range of benefits, car parking facilities and positions with Monday- Friday core business operation hours.

We are currently seeking to recruit a Customer Service Resolution Manager, whose role will be:

- Lead and manage a team of Senior CS CSR`s in delivery of timely and cost effective customer resolution, making it easy for customers to do business with us and considering the customer at the heart of everything we do.

- Work in partnership with various teams across the organisation to ensure we deliver a great customer experience across all customer touch points and to drive performance and behaviour that makes sure every customer gets the best possible level of service. Build, maintain and develop key internal senior leadership relationships with Sales, Service Delivery, Operations, CE, Finance and IT.

- To create and maintain a high performance culture through robust performance management of SCSR`s and leading by example and being open and honest and clear in all communications. Create a quality and coaching culture.

- Accountable for the delivery of Customer Resolution in UK&I. Investigate root cause of issues, analyse Customer Resolution MI and work with various departments to continually improve the Customer Experience.

- Work closely with the CS Manager to develop and deliver a One and Done and First Point of Contact Customer Resolution Strategy.

Qualifications:
- Educated to A level standard or equivalent
- Leadership/Management certificate (Desirable)

Skills
- Excellent customer service and interpersonal skills
- Strong analytical, investigative and problem solving skills
- Strong leadership skills.
- Excellent understanding of Iron Mountain products, systems and processes
- Teamwork in conjunction with utilising your own initiative
- Excellent written and verbal skills, with a professional telephone manner
- Excellent influencing and decision making skills.
- Strong assertive skills
- Good organisational and time management skills with the ability to deal with multiple demands on time and resource
- Enthusiasm for continuous improvement and change

Experience:
- Experience within a similar role within Customer Services or Contact Centre
- Proven track record in customer resolution in a timely manner
- Demonstrable Leadership

If you want to discover what made Iron Mountain as successful as it is today and want to explore the future potential our company offers, then please visit the employer's direct website to take advantage of this exceptional opportunity.