Customer Services Manager
Location: Farnborough
Salary: £40,000 – £45,000
Hours: Monday – Friday, 9am – 5.30pm
My client is looking for a Customer Services Manager to join their team. They are looking for an experienced candidate who is highly organised and comfortable working in a fast paced environment with change as a constant companion. Experience in the financial or banking sector would be an advantage as well as experience working in a contact centre. You will also need to be flexible in terms of your working hours as the team operates 7 days a week.
Responsibilities:
Supporting the Head of Customer Services to deliver outstanding service to our customers
Overseeing all aspects of the contact centres daily operation
Ensures SLA’s and KPI’s are continually reviewed, with core reasons for missing targets identified and solutions put in place
Review management information, collaborating with Operations Managers and Head of Customer Services to make recommendations as to improvements across the contact centre
Provide leadership, development and mentoring of Senior Supervisors and Supervisors
Actively support continuous learning and development of the team to ensure better performance and succession planning
Ensure that any business changes are planned for, with clear communication and/or training delivered to make agents ready for customer queries
Working with the Q&T Team to ensure quality is maintained and improved through regular reviews of member contact across all channels; providing coaching and training as necessary
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
Embed a performance culture, with clear expectations and review processes to achieve service levels and improvements against set targets
Working with Operations Managers and Q&T Team to identify and instil best practices, processes and systems and drive a continuous improvement environment.
Work with the Resource Planner to ensure effective resource plans are developed and achieved to meet forecasted contact and maintain service levels
Provide on call cover on occasion for the contact centre at weekends and bank holidays
Experience & Skills:
3+ years of supervisor/managerial experience in a contact centre environment
A Customer First approach
Ability to make decisions independently to ensure the best outcome for the operation and the customer
Flexibility in working hours to reflect our busy 7 day a week operation
A passion for driving performance in a target-orientated environment
Strong problem solving and organisational skills
The ability to work under pressure and to cope in an environment with almost constant change
Strong communication skills both for dealing with staff, other departments and members
Confidence, patience, tact and diplomacy when dealing with difficult situations
Competence when using standard IT packages and confidence in learning and using other software
Benefits:
Workplace pension scheme 25 days paid holiday a year plus bank holidays
Westfield Cash Health Plan
Westfield Surgery Plan after 3 years service
Training opportunities to further develop your craft