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Customer Service Team Manager
2 months ago
Our major financial services client is seeking a Customer Service Team Manager to lead a team of customer service officers and deliver an exceptional customer experience across multiple contact channels. The ideal candidate will be an experienced leader with a passion for driving customer service excellence, supporting team development, and ensuring operational efficiency.
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
To manage a team of customer service agents, ensuring best-in-class service, timely resolution of customer queries, and continuous process improvement, while meeting KPIs and maintaining compliance with regulatory standards.
- Oversee the day-to-day performance of customer service agents, ensuring delivery of high-quality service.
- Lead effective resource planning to ensure contact demands are met and team performance is optimised.
- Monitor call centre, inboxes, and secure messaging performance, adapting as necessary to meet KPIs.
- Act as the first escalation point for customer issues, providing effective solutions.
- Ensure complaints are properly logged, escalated, and resolved in line with company procedures.
- Support training and development for team members, providing mentorship and guidance.
- Assist with the recruitment and onboarding of new team members.
- Champion customer experience improvements and offer insights for process enhancements.
- Ensure compliance with regulatory and legal obligations across all customer interactions.
- Provide overflow support during busy periods or team absences to maintain service levels.
- Maintain accurate data for reporting and future customer engagement.
- Support the Head of Savings Operations in delivering positive outcomes for customers.
- Minimum of 3 years' experience in a customer service environment.
- Experience in training, leading, and mentoring teams.
- Strong attention to detail and accuracy.
- Familiarity with complaint management is desirable.
- Proficiency in Microsoft Word and Excel at an intermediate level.
- Strong planning, organisational, and interpersonal skills.
- Resilient and self-aware, with a proactive approach to problem-solving.
- High level of initiative and professionalism.
- Willingness to learn and adapt, with a curiosity for process improvement.
- A collaborative team player committed to delivering exceptional service.
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