We are excited to offer a fantastic opportunity for a Permanent Customer Service Team Manager to join our dynamic Trafford team at our Trafford Depot in Manchester, (M23 9LF). This role will be carried out onsite.
This position offers a competitive salary and overtime.
In this role, you'll support the Trafford Account, focusing on people management within the OCR Team. You'll lead administrators handling stage 1 & 2 complaints, member enquiries, FOI requests, and service requests. Fostering a positive team environment, you'll set performance expectations and provide coaching.
As Customer Service Team Manager, you'll monitor and improve service quality, using SLA and KPI data to enhance customer experience efficiently and cost-effectively.
What You’ll Do:
* Provide line management, coaching, and support to ensure first-time delivery for customers and develop competency in line with standards, SLAs, KPIs, and Training Matrix.
* Handle escalated customer inquiries and complaints, utilizing advanced problem-solving skills to resolve complex issues effectively for the Trafford contract.
* Manage team performance, achieve KPIs, increase customer satisfaction, and promote a culture of care and wellbeing within the team.
* Collaborate with the team and wider delivery team, building strong working relationships and communication channels with stakeholders, customers, and clients.
* Analyse performance data, prepare reports, investigate issues, and make recommendations for improving current activities to meet targets and KPIs.
* Maintain and improve knowledge of contractual information, manage within a quality framework, and identify opportunities for business and process improvement.
What You’ll Bring:
* Bachelor’s or master’s Degree in a relevant area (Desirable)
* Excellent people manager within a customer service environment
* Strong influencing and relationship building skills
* Demonstratable mid-level experience in Customer Service Operational Management
If you’re ready to make a meaningful impact on our business and contribute to a shared, sustainable future, we invite you to join us in advancing our strategy and driving positive change.
Application Guidance
At Amey, we value a culture of diversity and inclusion. We encourage applications from individuals who are passionate about making a positive impact, no matter their background, gender, race, or personal circumstances. We believe everyone deserves the opportunity to shine.
As a Disability Confident leader, we’re proud to offer applicants with a disability an interview if they meet the minimum requirements for the role.
If you have any questions or need any adjustments during the recruitment process, don’t hesitate to reach out to our recruiter for this role.
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