Customer Services Manager (Training organisation)

Posted 11 April by Reed Featured
My client, a provider of financial training services based in London SE1, are looking to recruit for a Customer Service Manager

Salary is £27,500 to £33,500 per annum, depending on experience.

The purpose of the role is to provide all students and visitors with an outstanding experience, ensure the training locations are prepared, and to allocate Customer Service team resources appopriately.

Responsibilities:

Management

Develop an effective and knowledgeable team

Ensure knowledge is kept up to date within the team, creating training where necessary

Ensure all HR / development activities are completed, including the recruitment process

Gather feedback and identify areas for improvements

Ensure that key priorities are allocated to the most appropriate resource

Student & Visitor experience

Lead the customer services team to deliver outstanding student experience

Provide accurate and up to date information to students and clients who are considering their tuition provider

Identify service delivery failures and work to resolve issues

Review systems and drive improvements

Act as first escalation point for queries and complaints

Ensure a professional working environment for students and other staff

Drive and continually improve conversions from product information sessions

Course operations

Manage course material, liaising with venues and staff

Ensure that all course materials are provided as scheduled, in the required room/location

Coordinate classroom set-up changes and room moves

Manage set up of all live online deliveries

Manage team shifts to ensure continuity of service

Person Specification:

Strong customer focused experience

Line management experience

Hands-on approach

Target & results driven

Tenacity to resolve issues

Strong team player

Previous experience within Finance, Training or Education is an advantage.

Interested? Please either apply online, and / or email your CV to robin.broster@reedglobal.com

Reed Specialist Recruitment Limited is an employment agency and employment business

Application questions

Do you have line management experience?
Do you have senior customer service experience?
Do you have experience within Finance, Training or Education sectors?

Reference: 34708046

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