Duty Manager

Posted 31 July by Yoo Recruit
Exciting new role within the Public Sector!

Duty Manager for Customer Services

Temporary contract - 12 months - £14.63P/H

37 hours a week varied working patterns, covering 24 hour opening times, across 7 days a week including bank holidays.

JOB PURPOSE AND ROLE:

*To deliver excellent customer service to customers visiting and contacting by telephone and other multi-media channels, by providing an efficient and accurate service.

*To take ownership and responsibility for the resolution of customer enquiries in relation with the aim of satisfying enquiries with a single contact.

*To lead a team of CSOs within the Contact Centre and to contribute actively to the on-going development and implementation of the service delivery plan.

*To manage the workforce, performance and development of the team, ensuring that individual, team and contact centre targets are achieved.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1, Support and encourage the 'customer first' culture and the essential requirement of team working to deliver excellent service.

2.Manage the teams' activities to ensure that the team responds proactively to fluctuations in customer enquiries and the full range of queries presented to them.

3.Ensure a thorough and effective process is in place for dealing with enquiries, service requests and complaints.

4.Be proficient in all aspects of 'Customer Services' services, procedures and practices to include manual and computerised systems providing access, support, advice and information to customers.

5.Assist in resource planning arrangements for Customer Services.

6.Undertake regular management of performance with team members to include one to one meetings, coaching and necessary measures to ensure that targets and objectives are met.

7.Implement/administer resource plans as directed by senior managers.

8.Liaise within and outside the organisation as necessary and maintain professional working relationships which will contribute to the development and improvement of the service.

9.Facilitate the thorough and effective processing of enquiries, service requests and complaints, including direct, active involvement as necessary.

10.To work closely with the Training Manager to ensure the team has the requisite skills and tools to do their jobs effectively and efficiently.

11.Support, coach and develop customer service officers and participate in the development and delivery of training programmes for staff.

12.Communicate with the team ensuring they have all the required information to fulfil their roles and individual/service objectives.

13.Manage the teams' 'real time' activities and adherence to ensure that the team responds proactively to fluctuations in customer queries and the full range of queries presented to them.

14.Work in partnership with Services that we front to enable continuous improvement in customer service, ensuring all customers are dealt with speedily and fairly, in line with targets.

15.Develop, maintain and ensure the accurate compilation of relevant statistical information to monitor progress against performance targets.

16.Manage projects within the Division as required by the Operations Manager.

17.Contribute to and, where appropriate, be responsible for, business and operational planning, resource allocation, and risk and workload management (including scheduling, coordination and prioritisation of tasks).

18.Prepare, and where required, present reports / presentations to staff, customers or Management Teams.

19.Maintain an up to date knowledge of relevant legislation, to assist with production of guidelines and electronic rules to support staff

YOO Recruit is acting as an Employment Business in relation to this vacancy.

Required skills

  • customer services
  • duty manager
  • duty manager for customer services

Application questions

have you managed a team, small or large?
have you worked within a fast paced enviroment?
can you travel to wolverhampton on a daily basis?
can you work well within a large team?

Reference: 35763643

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