The Customer Services team provide a crucial point of contact to all customers, supporting the business in the professional management of incoming customer queries across various communication mediums, in order to achieve a first-time resolution. The Customer Service Manager will manage and motivate the team to consistently deliver a first-class customer service; work with other business managers to to ensure service delivery excellence; provide ongoing training, development and coaching of the team; monthly reporting as required by the business.
These positions are permanent and are offered on a full-time basis.
The successful candidate will be a seasoned Customer Services professional with at least 2 years proven experience of successfully managing a medium sized team of advisors and 5 years experience of working in a similar client services operation. Outstanding interpersonal and communication skills, the ability to effectively lead and motivate others to achieve personal and team goals and the ability to influence other internal stakeholders to a positive outcome are a prerequisite for this role. The ability to drive change and and search for solutions leading to process improvements is also crucial. Commercial awareness and the knowledge and understanding of working within the automotive and/or financial services industry are highly desirable.
Essential Skills and Experience:
> Strong Customer Service ethos
> At least 2 years experience of team management (essential)
> At least 5 years direct Customer Services experience, ideally gained within a similar operation
> Proven experience of managing and motivating a team is essential
> Able to demonstrate the confidence and ability to effectively improve and implement service delivery processes and successfully drive change
> Highly developed communication skills
> Knowledge and understanding of automotive and/or financial services business processes (highly desirable)
> Computer Literate: MS Office Software; bespoke systems(essential)
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