Customer Service Manager

Customer Service Manager

We are looking for a Customer Service Team Manager.

You will work 37.5 hours per week on a shift pattern, including one Saturday and one Sunday per month.

Are you?

• Strong in coaching and people development
• Have a complete and thorough understanding of the end-to-end customer service process
• Familiar with SLAs and KPIs
• Experienced in managing customer complaints

The role

You will be responsible for managing and leading a team of 10-15 Customer Service advisors and promoting a learning and development environment. Key responsibilities include:

• Manage and develop the team, focusing on delivering the best customer care service.
• Drive improvements in the customer experience across the business, using customer sentiment channels such as Trustpilot, Live Chat, MI, complaints and operational MI.
• Provide motivational and inspirational leadership to consultants with varied skills and abilities.
• Identify exceptional talent and develop for future success through mentorship, coaching and development.
• Produce and deliver management reports identifying process improvements, analysing customer service activity, operation and agent productivity, KPIs and best practice.
• Manage customer complaints within the predefined process and procedures, adhering to regulatory timeframes.

Experience

• Working within a regulated environment - Preferred
• Complaint administration and management - Preferred
• Live Chat management - Preferred

Qualifications

• IF1 - preferred

Benefits

• Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations, etc.)
• Employee Assistance Programme
• 24 holiday days plus birthday off
• Tech Purchase Scheme
• Pension
• Holiday Buy Scheme
• Life Assurance (4x Salary)
• Christmas Savings Club
• Discounted Cinema Tickets
• Shopping Discounts for thousands of high street retailers
• Length of Service Awards
• Staff Referral Scheme
• Discounted Travel Insurance
• Reward and Recognition Scheme
• Personal Development (incl. courses and qualifications)
• Social Events