Digital customer service manager

Posted 16 March by CCA Recruitment Group Easy Apply

A Fantastic Opportunity has risen for a Digital customer service manager to join a well renown energy provider for their call centre, based in Birmingham. The business is going from strength to strength and my client is looking for career driven team leaders, who can drive the business forwards. As a Digital Service Manager, you will be responsible for the development and delivery of the digital service plans. Managing the Digital experience for customers throughout their relationship with the client.

The Digital customer service manager vacancy will focus on leading a team of 10+ people and hold the following responsibilities-

-Technically savvy with an understanding of customer service/ experience

-An understanding of Digital service

-Project management experience with the ability to manage complex problems

-Managing and supporting team members within a call centre environment.

-Coaching and developing the team members

-Hold performance reviews in line with the KPI structure

-Motivating team members in meeting their KPI's

-Handle holiday requests and sick pay

-Enhance and develop the customer journey in line with level of service expected

- Handling escalation calls from customers

-Support overall team dynamics

-Social media interaction with customers to resolve complaints

The Ideal Digital customer service manager will ideally have the following attributes-

-IT literate and able to interact with customers using various media platforms

-Previous experience leading and supporting a team of 10+ people in a call centre environment environment.

-Proven success record managing a team and delivering an exceptional customer service and meeting KPI's within the call centre.

-Forward thinking individual prepared to initiate new methods of enhancing the customers journey & reducing the complaint level

Digital customer service manager Package

-Basic Salary of £28,000 - £32,000 (depending on experience)

-Annual bonus

-Clear progression opportunities into senior level

- Fun & exciting work environment with support from Management

-Transformational stage, EXCITING time to join!!

-City Centre Location, close to Birmingham Train Station

Required skills

  • Digital customer service manager

Reference: 34707941

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