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Customer Service Manager
Recruiter
Cactus Search
Location
in North West , North West
Salary: £40-45K + 11% car allowance + bens
Reference: 1421
The Customer Service teams are responsible for resolving both simple and complex issues to a whole range of customers, based at call centres throughout the UK.
This role will join the extensive Management Team and will report to the General Manager on-site.
This particular role will focus on managing, developing and leading a large multi-channel site which is responsible for an entire end-to-end customer process. The process involves a large amount of back office work, process tracking and relationship building. It is a diverse and challenging site and requires someone with core customer service skills and experience, coupled with excellent leadership skills and the ability to develop and empower others.
Skills and Experience Required:
• Experience in managing a large customer service function, preferably (at some point) in a public sector environment
• Must have extensive experience of managing & developing team leaders and preferably section managers in a large customer service operation (Circa 150-300 FTE)
• Experience of dealing and managing external or internal clients with strong stakeholder management skills.
• Experience of either working for an outsourcer and dealing with external clients or working with an outsourcer managing an external campaign
• Any experience of working within a debt collection environment would be hugely beneficial!
Accountabilities, Responsibilities & Deliverables:
• You will manage a team of multi-disciplined operational leads/managers and have ultimate responsibility for up to circa 450 FTE with up to 30 Team Mangers and Section Managers reporting in.
• The environment is fast paced & constantly changing and you must be able to adapt to new campaigns, products and ways of working, in a positive and flexible manner.
• To maximise personal and account performance, by developing individual skills and competence.
• Effective management of client relations and ability to digest complex operational issues and provide solutions to meet client’s aspirations and values.
Package:
£40-45K + 11% car allowance + 25 Days Holiday, excluding Bank Holidays + Company Pension Scheme + 15% Annualised Bonus +Managers Health Scheme
This role will join the extensive Management Team and will report to the General Manager on-site.
This particular role will focus on managing, developing and leading a large multi-channel site which is responsible for an entire end-to-end customer process. The process involves a large amount of back office work, process tracking and relationship building. It is a diverse and challenging site and requires someone with core customer service skills and experience, coupled with excellent leadership skills and the ability to develop and empower others.
Skills and Experience Required:
• Experience in managing a large customer service function, preferably (at some point) in a public sector environment
• Must have extensive experience of managing & developing team leaders and preferably section managers in a large customer service operation (Circa 150-300 FTE)
• Experience of dealing and managing external or internal clients with strong stakeholder management skills.
• Experience of either working for an outsourcer and dealing with external clients or working with an outsourcer managing an external campaign
• Any experience of working within a debt collection environment would be hugely beneficial!
Accountabilities, Responsibilities & Deliverables:
• You will manage a team of multi-disciplined operational leads/managers and have ultimate responsibility for up to circa 450 FTE with up to 30 Team Mangers and Section Managers reporting in.
• The environment is fast paced & constantly changing and you must be able to adapt to new campaigns, products and ways of working, in a positive and flexible manner.
• To maximise personal and account performance, by developing individual skills and competence.
• Effective management of client relations and ability to digest complex operational issues and provide solutions to meet client’s aspirations and values.
Package:
£40-45K + 11% car allowance + 25 Days Holiday, excluding Bank Holidays + Company Pension Scheme + 15% Annualised Bonus +Managers Health Scheme
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 21-08-2008
Viewed: 950 times
Viewed: 950 times
