Customer Service Manager

Capita are currently recruiting for a Front Office CUSTOMER SERVICE DUTY MANAGER to be based in Coventry. This is working for our Transport for London scheme. Capita are the UK's largest Business Process Outsourcer with over 65,000 employees across 300 locations across the British Isles.

The Front Office Duty Manager will assist in managing the daily operation and will report directly to the Business Operations Management team.

The Front Office Duty Manager role is to manage, develop and support a team of Customer Service Representatives to ensure they can deliver a professional service to customers on behalf of our client Transport for London. The voice Contact Centre handles all Congestion Charging calls which include payments, enquiries & complaints, discounts, Auto Pay, registrations, billing disputes, refunds, LEZ Scheme payments and LEZ out of hour's enquiries.

Duty Managers are required to manage and take ownership of their team's performance and take responsibility for achievement of our overall business objectives and KPIs as contractually set out by our client. You will mentor your team and provide daily guidance, support and coaching to deliver excellent customer service. Management of all aspects of attendance and behaviours are required and therefore excellent people management skills are essential.

This position also requires flexibility with shifts, attitude to work and the ability to adapt to an ever changing environment to meet the needs of our client. The shifts will involve hours between 8am and 10pm Monday - Friday and 9am - 3pm on a Saturday.

Previous Management experience is essential and understanding of hitting KPIs, keeping to SLAs and the out and out desire to lead, motivate, coach and develop a team is required.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.