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Initially located in the London Bridge area and then Woking, the Customer Services Manager is a new position within a growing and dynamic organisation which is at the forefront of delivering practical sustainable energy solutions to customers throughout the UK.

They will be responsible for the overall running of the service, through the small call centre, which will include the following;

• Assisting the Operations Manager in developing the collective vision and strategy for the service.

• Direct line management for a Billing and Administration Officer and up to four Customer Services Agents.

• Assisting the Operations Manager with the recruitment of suitable Customer Services Agents.

• The devising and implementation of suitable business processes to ensure the smooth and efficient delivery of the service outlined above.

• Managing the daily running of the call centre;

• Setting and meeting performance targets for speed, efficiency, and quality;

• Maintaining an up-to-date knowledge of industry developments and involvement in or membership of networks;

To be considered for this role you must have:

• Minimum of 2 years experience of managing a similar size customer service contact centre with direct line management of at least 3 members of staff

• Extensive people leadership experience – leading and directing a complex, contact Centre environment.

• Ability to provide constructive feedback to direct reports

• Understanding of Contact Centre support technology.

• Track record of achievements and exceeding targets/ KPI’s

• Must have a high degree of drive, self management and initiative.

*Proactive in identifying process improvements and driving changes required.

• Ability to understand, interpret and action improvements based on call centre operational statistics

• Understanding of forecasting and resource planning processes