Customer Service Manager
Full time office based - free parking
Shifts set in advance
Salary £32,000 - £40,000 DOE
Plus bonus
Have you got what it takes to run a busy department?
Are you:
1. Strong in coaching and people development
2. Having a complete and thorough understanding of the end-to-end customer service process
3. Familiar with SLAs and KPIs
4. Experienced in managing customer complaints
You will be responsible for managing and leading a team of 15 Customer Service advisors,
helping them develop and strengthen your team with regular 1-2-1s and implementing growth strategies and performance measurements focusing on delivering the best customer care service.
Responsibilities:
1. Driving improvements in the customer experience across the business
2. Providing motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service
3. Producing and delivering management reports which identify process improvements, analyze customer service activity, operation and agent productivity, key performance indicators, and best practices
4. Managing customer complaints within our predefined processes and procedures
Experience Preferred:
1. Working within a regulated environment
2. Complaints administration and management
3. Live Chat management
For more information and to be considered for this position, please send your CV or contact me. #J-18808-Ljbffr