Customer Service Team Manager

Customer Service Team Manager

ESPUG is looking for an experienced people manager with an enthusiasm for driving high-performance and a willingness to take ownership of issues and seek resolutions.

Whilst industry experience is advantageous, what really counts is the ability to demonstrate effective operational management ability with a strong focus on driving performance and productivity across a team of individuals responsible for multiple processes. You will be responsible for ensuring that team performance enables consistent achievement of service level agreements (SLAs) and sustains our leading position for customer service delivery.

Key Accountabilities

The Customer Service Team Manager's primary role is in ensuring the effective day-to-day leadership of the Customer Fulfilment Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard. The Customer Fulfilment Team Manager needs to motivate, support, and coach the team and should demonstrate effective leadership, mentoring, and coaching to ensure high engagement is sustained and that professional conduct is demonstrated consistently by all individuals.

The Customer Fulfilment Team work closely with our customers (Developers/ICPs/UIPs/SLPs) to support their success throughout key stages of the customer journey. This includes reviewing document submissions, responding to email queries, supporting customers with ESP's processes, and answering mainline phone calls.

Key Responsibilities

• Drive high performance by ensuring team performance enables the achievement of our business objectives, that processes are compliant and completed within the terms of service level agreements, and that high engagement is maintained across the team.
• Deliver performance transparency by ensuring there is consistent visibility of service delivery for internal/external stakeholders and that this is communicated in the necessary formats/forums.
• Demonstrate effective people management through appropriate use of management tools and techniques including a commitment to weekly 1-2-1s and quality sessions dedicated to reviewing personal development plans. This role demands an individual with experience and a flair for leadership that can inspire others to realise their full potential.
• Drive team engagement through effective use of daily stand-ups, team meetings, communication tools; including visual management, and other techniques that help sustain motivation and improve performance as needed.
• Manage ESP's Strategic Accounts function by enabling the Strategic Account Manager & Administrators in the delivery of their responsibilities, maintaining a collaborative relationship with our key accounts and driving high quality customer service across our Customer Journey.
• Develop and sustain team resilience through competency analysis, effective training plans, robust management of our standard operating procedures library, and ultimately ensuring multiple levels of assurance across all processes.
• Guarantee productivity by ensuring effective productivity measures are in place to quantify daily outputs, and that the leadership team are managing resource to ensure full utilisation of skills and time.
• Build a knowledge of each process to understand current performance and efficiency potential, being able to support the team with customer queries due to a principle understanding of how things 'work', and where unable to offer a solution, know where to find one.
• Drive the optimisation of processes across the team by demonstrating a strong focus on continuous improvement; ensuring to understand 'current state', analyse root causes of issues and implement improvements that help us gain efficiencies, add value, and eliminate waste. Take responsibility for upholding a robust library of standard operating procedures that enable effective training and ensure resilience across all processes.
• Excel at customer service by taking a lead role in managing the interactions that the Customer Fulfilment Team have with our customers; delegating tasks effectively, identifying trends, providing further support and guidance to customer where needed. Ensuring escalation routes are used appropriately and compliance with complaints procedure.
• Act as escalation point for complex queries, complaints from customers and external stakeholders, and for constructive feedback from internal stakeholders. Be seen to treat all escalations fairly and in line with the procedures in place or guided by industry regulations where appropriate.
• Play an integral part in managing our customer relationships through effective leadership of key workstreams within the customer journey. This will include the delivery and consolidation of regular cost to serve analysis.
• Take a lead in composing and improving customer communication by ensuring accurate and recent information is available on all relevant platforms (document library, email templates, etc.). The content should be presented in a way that resonates with the companies and individuals that would engage with it, demonstrating ease of business across ESP's customer journey.
• Support ESP's Change Programme by collaborating effectively with our internal Change Team; sharing process knowledge, managing resource requests for support during periods of development/testing and advocating the implementation of any system/process updates that are introduced to help improve our operational effectiveness.
• Share regular presentations with department, and wider business as appropriate to help illustrate team efforts, achievements, challenges, and our commitment to departmental/business strategy. In terms of presentation style and content, demonstrate an ability to curate exec-level presentations/information.
• Curate management information and reports that offer insightful analysis of performance, compliance, and costs on a daily, weekly, or monthly basis. This information will be shared with internal stakeholders of varying seniority and should be tailored according to its audience.
• Lead by example in demonstrating a professional manner in all internal and external communications, acting as point of contact for escalations, complex queries, and complaints from customers and other stakeholders.
• Maintain strong team brand across all internal and external communications, including behaviour and conduct in the office; striving to demonstrate ESP's key values and support a positive reputation individually and as a team.
• Accountable for your personal development by collaborating with your manager to ensure relevant objectives are in place, and that every effort is made to ensure these are achieved, in addition to attending all relevant training required to fulfil responsibilities.

Benefits include:

• Holidays: 24 days, going up to 25 after 3 years and up to 26 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus
• Enhance Pension
• Private Medical Insurance
• Life insurance
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.