Customer Service Manager

Ref: 3841

Job Title: Customer Service Manager (Hybrid)

Location: Slough

Salary: £38,000 - £42,000 plus excellent benefits

Hours: 09.00 - 17.30 (Monday to Friday)

Our client is a prestigious company based in Slough, are looking for a candidate who will be responsible for the overall management of the Customer Service Team. You will be supporting, motivating, and coordinating the workload for the team whilst ensuring timeframes and KPI’s are met.

Main Responsibilities:

• Manage, support and coordinate the work of the Customer Service team, motivating individuals to meet professional and personal development goals
• Instil a strong customer service culture and keep the team focussed on resolving complaints within the required timeframes, balancing fair outcomes for customers and commercial outcomes for the business
• Carry out reviews to ensure complaints are handled within guidelines and timescales and that responses to customers are clear and demonstrate that a thorough investigation has been undertaken
• Ensure KPI’s and Quality Audit results are consistently achieving expectations
• Ensure any risks are managed through the timely completion of departmental controls
• Act as escalation point for complaints referred to the Financial Ombudsman Service or any legal cases
• Ensure relevant statistical information is produced, collated, and analysed to assist in evaluating the efficiency of the team and to inform resource allocation/service improvements
• Work with other departments to maximise customer satisfaction

Experience:

• 3 years’ experience in a management position preferred
• Complaint handling experience required
• Demonstrable experience in managing a team of complaint handlers/team leaders
• Have experience of turning around under performing teams and managing a highly effective operation

Please only apply if you match all of the above criteria.

S4 is acting as an agency for this role.

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Please note that only successful applicants will be contacted. S4 Personnel Ltd is only able to process applications from candidates who are currently resident and eligible to work in the UK.