Come join our team as a Customer Services Manager in Bromley, London! We are currently seeking a dynamic individual to lead and manage our customer services administration team. This is a permanent full-time role with a salary range of £43k to £47k.
Responsibilities and Duties:
* Lead and develop a customer services administration team of 6-20 administrators and team leaders.
* Assess team performance and identify training needs, creating development plans.
* Set and review progress against objectives.
* Implement and maintain service level standards.
* Develop and maintain quality controls.
* Streamline administration processes, procedures, and systems.
* Manage complaints and escalated calls.
* Provide monthly reports to senior management.
* Provide statistical reporting to HMRC.
* Monitor and manage the Customer Service Risk Register.
Requirements:
* Previous experience in customer service management or a related field.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities.
* Proven ability to set and achieve goals.
* Knowledge of service level standards and quality controls.
* Familiarity with administration processes and procedures.
* Experience in handling complaints and escalated calls.
* Proficient in providing reports and statistical analysis.
* Familiarity with risk management and mitigation measures.
If you are someone who thrives in a fast-paced, customer-focused environment and is passionate about delivering exceptional service, we would love to hear from you! Don't miss out on this exciting opportunity to join our team and make a positive impact on our customers and their financial goals. Apply today!
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