Customer Service Manager (Contact Centre)
St. Albans
Customer Service Manager (Contact Centre)
£37,500 - £40,000
St Albans
The Customer Service Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment.
Main responsibilities:
Allocate cases to Customer Service team daily and ensure SLAs are met.
Run weekly management reports for Operations teams and present a monthly slide deck to the executive team on caseload headlines, changes, risks etc.
Facilitate ongoing training and development of staff to deliver a high standard of customer care.
Develop a communication method and regular updates to staff taking overflow calls, scripts and process in particular.
Manage continuous improvement within the department, updating processes and systems to ensure that they are fit for purpose.
Support the customer service team to ensure quality and productivity targets are met.
Resolve all customer service complaint escalations (consumers and retailers).
Lead with professionalism during periods of change, displaying motivating and encouraging behaviours.
Utilise social media, telephony, and online systems with exemplary attention to detail.
Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training, and all Feedback within the team.
Maintain the CRM system, ensuring that it’s kept up to date.
About you:
Minimum 5 years Management experience within a similar role
Self-Motivated and ability to work well under pressure.
Be able to work on your own initiative.
Excellent verbal and written communication skills
Positive expectations of success and delivery
Experience leading a team to targeted KPIs.
Empathetic, Decisive, Approachable and Adaptable
Benefits:
22 days holiday plus bank holidays, increasing with length of service.
Company pension
Life insurance (x4 base salary)
Private medical insurance
Company events
Free parking
Supplemental pay types:
Bonus scheme (discretionary)
Company sick pay (discretionary)