Customer Service Manager
- Recruiter
- Confidential
- Location
- Borehamwood
- Salary
- Competitive
- Posted
- 21 Jun 2021
- Closes
- 19 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
JOB TITLE: Customer Service Manager
LOCATION: Borehamwood
SALARY: GBP47,000 pa
CONTRACT: Permanent / full time
The Role:
This opportunity will offer the successful candidate to be accountable for the Customer Service Advisors team, with a view to strive to a high level of performance and efficiency, by implementing and delivering innovative processes and procedures, to ensure business objectives are always met and achieved in line with the service obligations. The position will oversee the Customer Contact Centre and supporting internal team leaders.
The successful candidate will be expected to drive efficiencies through resource- planning, budget management and the overall team performance.
Duties Include:
* Responsible for resourcing of the whole division, be it through the planning of headcount, hours required to meet KPIs and/ or innovative shift solutions.
* Recruitment will be a key part of this position, as well as retaining key talent of the division.
* Responsible for the forecasting of workloads, by way of forward planning and thinking, to ensure adequate cover and resources are always in place.
* Accountable for service standards across the Contact Centre and wider division
* Look to Identify and develop ways to improve customer' experience, efficiency, and revenue, working closely with Senior Management and Business Directors
* Responsible for the delivery of customer service for all inbound & outbound communications, with a view to ensure the successful delivery of the business plan, within agreed budgets.
* Analysing operational statistics & providing monthly reports to Senior Management. Making recommendations as and when needed.
* Maintain high service standards and KPIs.
* Handling complicated customer complaints and enquiries within a timely and efficient manner
* Coaching & mentoring direct reports, with the view to provide development and progression opportunities.
* Support the Senior Management team with new initiatives, contract tenders and IT projects as and when necessary.
* Conduct employee appraisals in accordance with Company guidelines, providing areas for further development and training where appropriate
* Ensure all employee absences / disciplinary issues are handled within the company guidelines. Conducting 'Return to work' interviews as and when required.
Skills & Experience Required:
* A Proven track record of managing KPI driven environments, as well as working with outsourced service providers.
* Experience of dealing with a variety of customer issues and complaints.
* Excellent communication skills, both written and verbal.
* Proven leadership skills, with the ability to coach and motivate others.
* The ability to plan and organise, making the best use of time and resources available.
* Must have the ability to work under pressure, work towards deadlines and manage expectations in a fast-moving environment.
* Experience of call centre metrics, with the ability to analyse performance results.
* A strong commercial awareness, with the ability to lead and motivate a successful team
Benefits:
* 23 days annual leave (plus bank holidays)
* Flexitime
* Private Healthcare for the employee and their dependents (after 1 years' service)
* Employee Assistance Programme (day one)
* Interest free Season Ticket and Rental Deposits Loans
* Annual Leave purchase scheme
Thank you for your interest in this vacancy, which is being advertised by Smart10 Recruitment Group, who are acting as an employment agency / business. Your application will be considered in competition with others and we will contact you within 3 working days if you have been shortlisted.
Smart10 is a multi-award-winning specialist recruitment consultancy focused on the supply of temporary, contract and permanent placements across a select group of business sectors. In order to keep up to date and search for all our active jobs, please visit our website, like us on Facebook and follow us on Instagram or LinkedIn. Please refer to Smart10's Privacy Policy as to how we hold your data
LOCATION: Borehamwood
SALARY: GBP47,000 pa
CONTRACT: Permanent / full time
The Role:
This opportunity will offer the successful candidate to be accountable for the Customer Service Advisors team, with a view to strive to a high level of performance and efficiency, by implementing and delivering innovative processes and procedures, to ensure business objectives are always met and achieved in line with the service obligations. The position will oversee the Customer Contact Centre and supporting internal team leaders.
The successful candidate will be expected to drive efficiencies through resource- planning, budget management and the overall team performance.
Duties Include:
* Responsible for resourcing of the whole division, be it through the planning of headcount, hours required to meet KPIs and/ or innovative shift solutions.
* Recruitment will be a key part of this position, as well as retaining key talent of the division.
* Responsible for the forecasting of workloads, by way of forward planning and thinking, to ensure adequate cover and resources are always in place.
* Accountable for service standards across the Contact Centre and wider division
* Look to Identify and develop ways to improve customer' experience, efficiency, and revenue, working closely with Senior Management and Business Directors
* Responsible for the delivery of customer service for all inbound & outbound communications, with a view to ensure the successful delivery of the business plan, within agreed budgets.
* Analysing operational statistics & providing monthly reports to Senior Management. Making recommendations as and when needed.
* Maintain high service standards and KPIs.
* Handling complicated customer complaints and enquiries within a timely and efficient manner
* Coaching & mentoring direct reports, with the view to provide development and progression opportunities.
* Support the Senior Management team with new initiatives, contract tenders and IT projects as and when necessary.
* Conduct employee appraisals in accordance with Company guidelines, providing areas for further development and training where appropriate
* Ensure all employee absences / disciplinary issues are handled within the company guidelines. Conducting 'Return to work' interviews as and when required.
Skills & Experience Required:
* A Proven track record of managing KPI driven environments, as well as working with outsourced service providers.
* Experience of dealing with a variety of customer issues and complaints.
* Excellent communication skills, both written and verbal.
* Proven leadership skills, with the ability to coach and motivate others.
* The ability to plan and organise, making the best use of time and resources available.
* Must have the ability to work under pressure, work towards deadlines and manage expectations in a fast-moving environment.
* Experience of call centre metrics, with the ability to analyse performance results.
* A strong commercial awareness, with the ability to lead and motivate a successful team
Benefits:
* 23 days annual leave (plus bank holidays)
* Flexitime
* Private Healthcare for the employee and their dependents (after 1 years' service)
* Employee Assistance Programme (day one)
* Interest free Season Ticket and Rental Deposits Loans
* Annual Leave purchase scheme
Thank you for your interest in this vacancy, which is being advertised by Smart10 Recruitment Group, who are acting as an employment agency / business. Your application will be considered in competition with others and we will contact you within 3 working days if you have been shortlisted.
Smart10 is a multi-award-winning specialist recruitment consultancy focused on the supply of temporary, contract and permanent placements across a select group of business sectors. In order to keep up to date and search for all our active jobs, please visit our website, like us on Facebook and follow us on Instagram or LinkedIn. Please refer to Smart10's Privacy Policy as to how we hold your data