Cluster Manager

A well-established business based in central Nottingham are looking for a Cluster Manager to join their growing team. Cluster Manager will be responsible for the effective management of the Customer Services team and the smooth running of its systems and functions.

Responsibilities will also include providing administrative support to the senior leadership team, co-ordinating and producing reports.

Duties:

• Improving customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Develop, maintain, and optimise service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports, to determine action for achieving required KPI and SLA performance
• Recruit, mentor and develop customer service advisors; and nurture an environment where they can excel through encouragement and empowerment
• Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
• Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
• Manage a robust absence process

Experience and Skills Required:

• At least 3 years’ experience as a Customer Service Team Leader or Contact Centre Team Leader
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Strong client-facing and communication skills, both written and oral
• A positive, can-do attitude and the ability to adapt to change

In return you will be offered a salary of £26,000 to £28,000 depending on experience. Working hours are Monday to Friday, 8:30am - 5:30pm with an hour for lunch; this is fully office based. You will be offered 20 days annual leave plus statutory bank holidays rising by one day per each year of service up to 25 days.