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Company Profile: A leading UK organisation with a well known and established brand has an exciting and challenging opportunity for an experienced Customer Service Manager for their expanding, dynamic site in Nottingham. Reporting to the Contact Centre Site Manager the successful candidate will maximise team performance to ensure top level Customer service to their large customer base throughouth the UK. This role is ideal for and experienced contact centre Operations Manager with a passion for Customer Service and people management. Size of Team / Contact Centre: Total Contact Centre size is circa 350FTE. This Customer Service Manager position supports and has direct line managment of circa 70 FTE. Key Skills / Experience Required: Must have a high degree of drive, self management and initiative. Proactive in identifying process improvements and driving changes required. Trade Union experience would be beneficial, but not essential. Minimum of 2 years experience of managing a similar size customer service contact centre with direct line management of at least 5 team leaders and up to 50-100FTE Must be Customer focused and have a high level of People Management experience. Demonstrable track record of delivering exceptional performance. Ability to demonstrate ownership of operational performance in previous roles within a Contact Centre environment. Role Profile: To manage a Customer Servicing Section within the Customer Transfers Department. To ensure effective resolution of customers queries and provide a timely customer journey to transfer a customer to their preferred supplier in order to issue a first or a final bill to generate cash. Working with managers and teams to understand and track customer demand, identify and remove waste by mapping flows and sampling data. Ability to communicate effectively at different levels within a workplace, influencing peers in other internal departments and senior managers in external partner companies. For more information, please contact Cactus Search today Package: Up to £40k + Bonus

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Published at 05-03-2008
Viewed: 555 times