Customer Service Manager

United Kingdom
14 Jul 2021
11 Aug 2021
Contract Type
Full Time
Processing Centre Manager/Customer Service

Up to GBP35,000 DOE.

40 hours per week.

A leading and successful European services provider are seeking an experienced Manager to lead a new processing centre in Dingwall.

Working with a blue-chip Client you will initially help set up and then lead a team of 7 Administrators which could grow to 35 over the next 12 months. Principally you will ensure high levels of productivity are achieved whilst ensuring that all Client service level agreements are met.

As this is a new team the successful candidate will have the unique opportunity to influence the shape of the Processing Centre from day one and be responsible for its growth over the next 12 months and beyond.

The successful candidate will undertake some of the following responsibilities:

* Manage the service and performance of the Processing team, who will be responsible for CCTV reviewing, debt recovery, printing, scanning and letters to members of the public.

* Completing Payment Management activities such as Refunds, Transaction Reversals and Redress Payments.

* Act as second-line escalation point for issue resolution (day to day and high-level).

* Monitor, supervise and direct the team to ensure performance targets are met, in accordance with contractual service level agreements through detailed performance monitoring and management.

* To be able to interpret enabling legislation and codes of practice and convey that interpretation to team members.

* Maintain positive business relationships with the Client base, both internally and externally.

* Work proactively with our third-party supplier who will also be based at the Processing Centre.

* Determine and monitor staff hours, number of personnel, and services required.

* Provide a range of professionally presented Management Information Reports

* Implement systems and processes within the department, maintaining documents of working procedures to ensure they're up to date.

* General office and facility management.

The ideal candidate will have:

* Excellent documentation skills.

* Excellent written and verbal communication skills.

* Be competent in respect of the creation and delivery of professional Management Information reporting.

* A leader who is able delegate.

* A detailed understanding of the Customer Service and Call Centre sectors.

* A proven background in running a team to achieve customer service standards is essential.

* A confident, self-motivated and self-starting person, comfortable with working without daily Supervision.

* Excellent interpersonal skills with the ability to build and maintain positive working relationships.

* A detailed appreciation of Call Centre systems and Telecoms technology is an advantage.


* Up to 33 days annual leave per annum.

* Group Pension.

* Private healthcare

* Flexible working