JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.
Main duties for the Customer Services Manager:
Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans
Sets and reviews progress against objectives
To develop, implement, maintain and monitor service level standard
To develop and maintain quality controls
To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement
Ensure procedures are up-to-date and fit for purpose
Review and manage escalated calls and quality reviews
To work within agreed process and payment authority levels
Provide monthly management information reports to Senior management
Provide statistical reporting to HMRC
Monitor and manage the Customer Service Risk Register
Person Specification for the Customer Services Manager:
2 years’ customer service management experience, ideally within a financial services environment
Achieved or willing to undertake a Level 3 Award in Financial Administration
Successfully managing, developing and motivating a team
Conducting appraisals and creating development plans
Good organisation skills and ability to prioritise to meet business and project deadlines
Good communication and interpersonal skills at all levels
Strong written and oral communication skills
Previous experience in a financial background would be advantageous, but not essential
The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:
Yearly bonus – 14% of salary
25 days’ holiday
9 day fortnight, every other Friday off work
Season ticket loan
Childcare voucher scheme
Contributory pension and life insurance