Customer Service Team Manager
Location: Farnborough (office based)
Salary: £36,200
Hours: Monday – Friday, 11.30am – 8pm
My client is a UK-based fintech company that has recently moved into Europe and the US and they are looking for an experienced Customer Service Team Manager to join their team. This is an exciting opportunity to continue building an excellent Customer Service Team and achieving their goal of providing the very best in service to members. The successful candidate will need to be highly organised and comfortable working in a fast-paced environment with change as a constant companion, whilst putting the customer at the core of what they do.
Responsibilities:
Supporting the Head of Member Services to deliver outstanding service to our customers and achieve outstanding results by meeting our department SLA’s
Oversee all aspects of the contact centres daily operations, identifying potential issues, gathering evidence, and communicating with the relevant stakeholders in the business
Work with the Resource Planning Manager to ensure we maintain sufficient staffing at all times
Provide leadership, development, and management of Supervisors and Agents; maintaining cyclical performance reviews and set SMART objectives
Keep clear and necessary records of performance-related discussions, providing comprehensive evidence, and lead any performance management processes as needed
Team recruitment including clear and detailed evaluation of candidates
Dealing with any escalated member complaints, ensuring all complaints are captured accurately and managed within our target SLA’s
Keep fully informed of all product and services updates, with clear communication and/or training delivered to ready the team for customer queries
Improving current processes and defining new ones, ensuring best practice is adopted
Person Specification:
Supervisory/managerial experience in a contact centre environment, ideally for a financial product or service
Experience acting as an escalation point for complaints, or other complex customer issues
Ability to make decisions independently ensuring the best outcome for the organisation and the customer
A passion for driving performance and delivery in a target-orientated environment
Strong problem-solving, organisational, and communication skills
Ability to work under pressure and embrace an environment of constant change
Ability to provide constructive feedback, and develop a culture of continuous improvement
Confidence, patience, tact, and diplomacy when dealing with difficult situations
Competence when using standard IT packages and confidence in learning and using other software
A Customer First approach
As a person, you are a self-starter who is motivated to kick start your own projects, welcomes challenges, seeks feedback from others
Benefits:
A starting salary of £36,200 with the opportunity to grow through the salary bands.
30 days of holiday (including all but 3 public holidays)
An excellent Induction and onboarding program with ongoing learning and development throughout your career
Family-friendly leave policies
Flu Jab
Death in service 4x your annual salary from month 1
Enhanced maternity leave (20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service)
Paternity leave (4 weeks full pay after probation)
Westfield Cash Health Plan* (for you and your children)
Westfield surgery plan after 3 years’ service
Westfield Rewards (receive discounts at over 600 retailers)
Salary Sacrifice options
Breakfast and snacks every day
