Customer Services Call Centre Manager

The UK Negotiator ,
Southampton, Hampshire
More Details
Job Type: Full-time
Salary: £40,000 per annum

Overview

About my client: My client is a fast growing, well recognised and award winning solid and successful established brand in the UK who are making positive impact within their sector. Their business message is simple - Deliver excellent customer engagement whilst offering excellent value for money to the consumer. Over the last 3 years they have grown rapidly with more year on year growth planned. The staff are amazing, the management are amazing, the opportunities are amazing. They really are the nicest bunch of caring, supportive people you could ever have the pleasure to work for. This really is that good, here’s what current staff say "When I first heard about the company and the role, I was a bit dubious as it all sounded far too good to be true. Since starting, I have seen first-hand that it is even better than was sold to me - so much room for progression, such a happy atmosphere where everyone is encouraged to shared ideas, work together and be involved with the future success of the business. What a great thing to be a part of" About the role As the Customer Service Manager, it will be your role to ensure that our Customer Service team reflects our brand, mission, and tone of voice. You will report into the Head of Customer Service and you will lead the delivery of all customer-facing services to both our existing and future Customers. You’ll need to be passionate about our business to ensure that we deliver on our customer promises in a rapidly growing and changing environment. If you’re already an accomplished leader and you know how to lead for customer and employee engagement, including performance management and KPIs, this role is for you. If you lead from the front and your leadership style is 'do as I do’ and not 'do as I say’ then we want to talk to you Responsibilities Leading the Customer Service Team Leaders and providing KPI’s for the overall Customer Services team. Produce timely KPI reports for the Head of Customer Service when requested. Conduct regular performance review meetings, ongoing coaching, development and mentoring. Understanding customer contracts and ensuring performance meets industry obligations. Represent the department and the business at external customer/industry meetings. Promote continuous improvement of complaint handling driving a first-time resolution approach. Keeping accurate records of discussions or correspondence with customers using all relevant internal systems. Developing customer service procedures, policies and standards for the business. Coaching all staff to deliver the highest standard of customer experience. Lead all customer on-boarding and ensure that we provide an excellent customer experience, ensuring the smooth on-boarding of a customer and their supply points. Management and ownership of the day to day tasks and processes within the team. Working closely with the Operational team to ensure the industry file process, ensuring timely registration, sending of flows and exception management. Ensure that the Customer is at the forefront of all customer service processes and that any impact would be positive. Manage continuous improvement of existing customer processes. Take ownership of building new customer processes to ensure a high quality and efficient process framework exists. You need to drive and improve customer service delivery to our current and future customers through people leadership, processes and systems. You will promote a customer-centric culture throughout our organisation. You’ll create and implement a "sales through service" culture to deliver increasing value to our customers and shareholders. Work with the Head of Customer Service to increase customer satisfaction and Trustpilot measures delivered through influencing both the Customer Service team and positive actions from the support teams across the business. Work with the Head of Customer Service to ensure that Customer Service delivery is compliant with Industry regulations and that any changes to regulations are updated and adhered to within the team. Essential Skills Experience of working in a fast growing, ever evolving company. Staff management and development. Lead from the front and act as a role model and mentor for the Team Leaders. Professional communicator, commercial, a good negotiator with strong influencing skills Good problem-solving skills. Able to work in a complex environment with conflicting demands. Able to cope with change and to deal with shifting priorities. Flexible, willing and able to cope with change with the ability to work under pressure. Positive and enthusiastic with a can-do attitude. Good level of written and spoken English. Good level of Microsoft office packages (Excel, Word, etc.). Essential Experience Overall Management experience of people leadership including managing Team leaders Escalated complaint handling experience. Highly analytical with strong reporting and numeracy skills in analysing both employee and customer performance and behaviours. What we offer 37.5 hours per week Career progression Pension contribution plan 25 day’s holiday plus bank holidays A fantastic Non corporate environment and dress code, fun office environment in the centre of Southampton Please ensure you include numbers of direct and indirect staff within your CV

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