Macildowie are currently recruiting for a Customer Service Manager working for a business based in Leicestershire. In this role you will be responsible for the effective planning, leading, development and management of employees and operations within the Customer Service Department. Ensuring that the functions' activities are aligned to departmental and company objectives. Providing the delivery of an effortless customer experience.
This is a permanent position with full time hours.
THE ROLE & YOUR RESPONSIBILITIES:
Recruiting, developing, coaching and motivating the team to meet the team's and business objectives
Ensuring that the department is adequately staffed and trained to deliver an efficient service to internal and external customers
Completing regular 121's and coaching sessions to promote team development and engagement.
Ensuring all customer complaints are dealt with and brought to a satisfactory and timely conclusion
Actively promoting and managing the process of continuous improvement in customer service standards.
Analysing statistics and other data to determine the level of customer service the business provides, looking at ways to improve customer service procedures, policies and standards and developing and implementing departmental changes where necessary to enhance workflow optimisation.
Setting consistent and effective customer satisfaction goals and work with the team to meet these
Maintaining compliance of company processes
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Minimum of 5 years' experience of team leadership of a customer service function within a busy contact centre.
Experience in leading virtual/remote teams would be an added benefit.
Experience of working in online, high volume environment
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. After applying for this role you'll be sent a request for your consent to hold your data on our systems. If you would like information on how we will process your data please go to our website and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
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