Customer Service Manager

Sector: Customer Services Jobs

Ref: CSMFAIR

Posted on: 03 Feb 2012   |   Expires on: 03 Apr 2012

Recruiter: HCL plc

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Type: Permanent / Full Time

Location: North East

Salary: £30,000

Our client is expanding over the next 12 months and is looking to appoint a Customer Service Manager, a new role for their company. This role will involve managing a number of Team Managers within a contact centre environment.

They are looking for candidates who are wanting to build a career throughout this expansion but at the same time are experienced and will be able to bring their knowledge to the role.

This is a full time, permanent opportunity with a salary of £30,000.

Job Description

Duties and Responsibilities

  • Ensure all calls and written correspondence are handled promptly with all related queries processed within agreed service level agreements (SLA) for self and team of managers under your responsibility.
  • Manage a team of Customer Service Team Managers to achieve departmental and individual objectives relating to quality and customer satisfaction through regular monthly audits.
  • Maintain accurate information on each account, current commercial campaigns, FSA and DPA requirements.
  • Complaints / compliments analysis and reporting and setting objectives around compliance and the quality of complaint handling and recording in line with FSA and company policy.
  • Be able to lead process improvements and manage change delivery to the service department.
  • Be able to demonstrate that all staff receive feedback, actions and objectives to display our desired behaviours.
  • To be able to demonstrate that appropriate actions are in place to develop / manage all team members that are not currently considered effective in their role but also to encourage and develop opportunity for those who excel in their role.

Requirements

  • Minimum of 4 years experience in a customer facing management role.
  • Good negotiation and influencing skills.
  • High level of both verbal and numerical reasoning.
  • Understanding of the FSA regulatory regime, FOS ethos and TCF initiatives.
  • Attention to detail and a methodical approach to all tasks given.
  • Proactive, use initiative and problem solve.
  • Ability to manage time, adapt and prioritise.
  • Positive approach to providing excellent customer service with commercial and quality focus.
  • Motivate and develop self, team and individuals with focus on the success of the business ensuring the team have shared values, goals and objectives.

We are unable to respond to every application but will usually respond to successful applicants within 48 hours.

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