Overview

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