Senior Manager - Customer ServicesExciting, permanent opportunity in Ross-on-Wye experienced and dynamic Customer Service Team Leader to drive a high-performing, customer-centric culture within the customer service teams for a company.
Reporting to one of the Operations Managers, this role is pivotal in enhancing customer satisfaction, optimising the customer journey, and aligning departmental goals with overall business objectives.
You will directly manage x4 Team Managers, each with their own teams of between 4 and 8 customer service staff.
Great opportunity to get your foot in the door of a nationally recognised company that offers great career routes and internal promotion is encouraged. They also have a wide range of staff perks including hybrid working, discounted gym memberships and more (detailed below).
Key Responsibilities
Team Development & Leadership:
- Mentor, motivate, and guide team managers to reach their full potential.
- Set and communicate objectives, KPIs, and SLAs aligned with company goals.
- Establish regular team meetings and 1:1s to ensure alignment and engagement.
- Address underperformance constructively and foster a positive team culture.
- Partner with the People/Culture functions of the business to identify and address development needs.
Customer Retention & Pre-Booking Strategy:
- Dri...