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THE COMPANY

My client is seeking an experienced Customer Service Manager to join them during this positive time of growth. You will be responsible for the day-to-day management of a Service lead contact centre, ensuring the delivery of service levels and that company standards are adhered too. You will focus on driving change and assisting in the design and implementation of new processes in order to maximise the quality of performance and operation efficiency.

THE ROLE

• You will be responsible for leading 150 FTE with 7 direct reports in an Inbound Customer Service function ensuring that the customer is at the heart of everything that they do – Putting the Customer first
• Full autonomy for developing and maintaining effective business unit to deliver excellent customer service whilst installing the importance of effective customer relationships
• Resolving high level complaints and escalated calls quickly and effectively to the satisfaction of the customer and the business
• Managing and contributing to the Call Centre achieving its overall service levels and client specific targets by ensuring business unit adheres to key processes and procedures and ensuring service levels are maintained
• Producing consolidated weekly and monthly reports on performance
• Building professional relationships with peers, colleagues and third parties in order to deliver and exceed specific customer requirements

KNOWLEDGE AND EXPERIENCE

• Must be experienced in leading a similar sized team with a passion for delivering customer excellence
• To be Service and Quality driven – must be ‘hands-on’ in the day-to-day running of the centre
• Proven track record of developing a team that has achieved outstanding results
• You must be able to build collaborative, enduring partnerships with key stakeholders that consistently delivers win-win outcomes
• Act with passion, integrity and determination – a strong people manager who can motivate a team onto success

REMUNERATION PACKAGE

• c£35k-£40k Salary Per Annum
• Excellent Bonus structure
• Strong Benefits Package

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing your existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.