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Responsive Personnel
,
Chelmsford, Essex
Customer Service Manager
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Customer Service Manager Salary £30,000 Summary of role Examine and be accountable for queries escalated by the Operations team. Liaising with the payroll team, ensuring resolution of all operational queries, concerns and complaints within agreed business service level agreement. To ensure that levels of customer satisfaction are that of the highest standard. Ensuring that processes are robust, in line with compliance and communicated down the rest of the business. Responsibilities: To proactively seek change To assess queries, and to make process recommendations/improvements. Ensure the team are achieving targets set (KPI’s) Recognise training needs Arrange regular call coaching with the operations team to ensure that quality and compliance is been met within all calls and communication To respond proactively to customer and agency feedback, making improvements / changes where necessary Monitoring business infrastructure and giving constructive feedback to head of operations and directors Taking responsibility for escalated queries Presenting to executive management team Manage customer interactions and communications Ensure weekly reports are completed and calls distributed and logged where necessary Internal systems are been utilised to their full potential Regular meetings with key account managers To change management and implementation Necessary traits: Experience within the industry (minimum 1 year) Understanding of Payroll Team management experience (desired) Manages stress well and can multi-task well Naturally proactive and strives to think outside of the box Professional communication skills Can operate fully autonomously without close Direction 360 Cycle understanding of all payroll types Understanding of payroll marketplace Understanding of compliance, and its importance High attention to detail Professional and approachable disposition to work and the workplace Friendly but firm management style Ensuring internal processes and policies are up to date and in line with current legislation Punctual and well-presented always Robust, resilient, and tenacious Go-getter who wants to develop and grow personally Goes that extra mile to achieve results