Customer Service Manager

Customer Service Manager

Wage: £30000.00 per year

Working Hours: 40 per week

Duties Include:

• Decrease the need for clients and other internal stakeholders to contact the operations team
• Make business easily scalable less dependent on variable costs and execution
• Working within the operations team to evaluate and improve operational processes from a client service perspective
• Provide a proactive roadmap on external and internal customer service improvements
• Collaborate with cross-functional teams, such as marketing, sales, technical and product development - to understand customer experience and goals; Strategy developments - develop strategic vision for enhancing client operational experience, review current use of SLAs, internal quality measures and understand KPIs for the processes to improve customer service levels
• Understand process customer touchpoints and decrease the need to interact with the company, facilitate client self-service and easy scaling; • Support introduction of technology solutions to ease the service and improve performance
• Ensure that proper controls are in place to ensure compliance and regulatory requirements for the client communication
• Suggest and validate crisis management actions and business continuity communication and activities
• Improve knowledge management - standardized and pre-validated topics, business operations team info to other internal teams;
• Ensuring the voice of our customer is heard across our business to support key decision making
• Handling and resolving complex customer complaints;
• Setting and meeting performance targets and carrying out periodic appraisals
• Training and supporting Team Leaders who are responsible for Customer services advisors
• Tracking user feedback, key performance indices and other statistics; Preparing reports and making presentations to senior management and other stakeholders.

Person Specification:

• Proven experience in a customer service management role, preferably in the tele-sale industry
• Strong leadership and people management skills with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills
• Strategic thinker with the ability to develop and implement customer service strategies
• Problem-solving skills and the ability to handle escalated customer issues with professionalism
• Knowledge of customer service software, databases, and tools
• Proficiency in MS Office Word and Excel.
• Good knowledge and interest in technology and digital commerce
• Ability to multi-task and ability to work under pressure and think creatively and ‘outside of the box’.
• Experience in coaching and developing others
• Understanding of management principles and practices