Customer Service Operations Manager

Posted 13 April by CCR Recruitment & Selection Easy Apply

Customer Service Operations Manager

£45,000 - £55,000 - Negotiable - Plus EXCELLENT bonus and benefits package

Role Purpose

  • To lead teams to deliver a quality Customer Services offering in back office; typically, a mixture of back office process and product centric teams, that may include both written and phone Customer contact.
  • To build a leadership team to deliver a service with the Customer at the heart of it
  • To deliver a service that is cost efficient, with optimum use of resources available
  • To operate to the compliance and governance standards for this Company and demonstrate strong control related behaviours for all areas under management.

Key Role Responsibilities

  • Delivery of an effective Customer services offering via a mixture of back office process and product centric teams that may include both written and phone Customer contact.
  • Work with team to resolve operational issues escalated by Team Leaders to ensure appropriate treatment of customers and effective daily clearing of work queues.
  • Manage process, risks, TCF & conduct risk, compliance, FCT and regulatory control frameworks all areas under management; to include robust quality controls and a quality focused culture.
  • Promote change initiatives in own line and across CS via the bau change delivery platform
  • Create a culture which develops employees and supports our succession plans; managing the performance, training, qualifications and development of staff to secure their commitment and competence and to drive performance and results.
  • To effectively communicate with employees to build a positive working environment where role model behaviours are the standard; where staff are clear on goals and objectives, and how they can feel central to and participate in the success of our organisation.
  • Ensure through robust capacity planning that appropriate and skilled resource is in place to accommodate work volumes, including change and peak demand.
  • Analyse and interrogate management information provided, to manage, plan and improve results, to include root cause analysis of complaints, VODs, CSAT, breaches and losses.

Skills

  • Strong operational leadership evidencing delivery through others on a similar span of control in a back-office environment.
  • Proven experience in building strong working relationships
  • Good stakeholder management skills and experience of cross team working
  • Role model behaviours in line with the corporate personal and leadership imperatives
  • Proven planning ability in relation to service, resource and budgets at a department level
  • Experience in driving a culture that delivers on initiatives to continually improve service for the end Customer
  • Ability to negotiate, problem solve and influence to achieve results
  • Track record of working in a regulated environment and assessing the impact of ongoing changes in that environment.

Experience

  • Strong Operational delivery experience in a back-office environment
  • Experience of managing budgets and / or resource
  • Evidence of building and managing effective stakeholder and peer relationships
  • Proven success in Leadership and service management through delivery of strategic objectives
  • Experience in delivering process improvements in the line
  • Evidence of embedding a strong performance culture, that supports the business behavioural imperatives

Required skills

  • Contact Centre
  • Customer Service Operations
  • Performance Culture
  • Operational Issues
  • Service Operations

Reference: 34708633

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