Customer Service Manager
Formby, Liverpool, UKReq #588
26 September 2024
Role: Customer Service Manager
Department: Taxi
Location: Formby
Working hours: Monday to Friday 09:00am and 17:30pm, including 1 in 3 Saturday 09:00am - 12:30pm
Salary: £30,671 + £4000 Performance related bonus per annum
What you will be doing:
* Ensure standards of business expectations & values are always upheld
* Actively orchestrate the distribution of workload to be effective in-service level and team performance
* Responsible for regularly co
* communicating agents KPI performance
* Conduct wellbeing checks for all agents
* Deliver monthly stat chats and 1-2-1 performance reviews
* To complete quarterly 1-2-1 Carer development reviews
* Report on performance in line with business expectation
* Conduct monthly team meetings
* Conduct audit the auditor quality checks on short calls
* Accurate reporting & management of sickness, absenteeism, and punctuality
* Be a point of contact for complaint escalation
* Responsible for team attrition, booking and completing interviews
* Facilitating Staff Equipment
* Deliver agent productivity levels
* Ensure the teams compliance quality checks exceed minimum KPI levels
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