9-10 Month Fixed Term Contract
Full Time, 37 hours per week (Monday – Friday, Flexibility Negotiable)
Are you passionate about delivering exceptional customer service and ready to lead a dynamic team? Thrive is looking for a dedicated Customer Service Centre Manager to oversee our customer service operations across various contact channels (digital services, email, text, phone, and written correspondence). If you excel in managing teams and driving customer satisfaction, we want to hear from you!
Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working at home or from Thrive's state-of-the-art offices.
Other Responsibilities:
* Train and mentor customer service staff, developing their knowledge to ensure cross functional support and addressing peaks in activity.
* Develop and implement customer service policies and procedures.
* Ensure issues are resolved at first contact, service requests are correctly raised, and complaints are identified and handled efficiently.
* Manage customer expectations in line with Thrive’s Service Offer and policies.
* Continuously improve customer service to ensure first contact resolution.
* Monitor and report on customer service performance metrics, including contact centre service targets and turnaround times.
* Conduct quality assurance checks to highlight trends and identify performance and service improvements.
* Handle data analysis and the collation and input of key reports on a monthly and quarterly basis on contact performance and call quality checks.
* Escalate ongoing issues to relevant business functions and collaborate across the team and business to resolve issues.
* Collaborate with other departments to improve overall customer experience.
* Manage contracts for the out-of-hours call centre and telephony provider.
* Monitor the customer portal’s performance to ensure optimal functionality and user experience.
Requirements:
* Passionate about providing a great customer experience.
* Demonstrable experience in leading and managing a customer service team.
* Proven ability to train and mentor staff, ensuring cross-functional support.
* Proficiency in monitoring and reporting on customer service performance metrics.
* Strong track record of delivering exceptional customer service across multiple channels (digital, email, text, phone, written).
* Experience in managing contracts with external service providers.
Applications accepted until*: Monday 4th November 2024
Interview dates: 5th November 2024 (other dates to be confirmed)
*Please note: This advert may close earlier depending on the number of applications received. Apply soon to avoid disappointment!
INDHIGH