Customer Service Manager
3 weeks ago
Job Title: Customer Service Manager (Hybrid)
30 (Monday to Friday)
Our client is a prestigious company based in Slough, are looking for a candidate who will be responsible for the overall management of the Customer Service Team. You will be supporting, motivating, and coordinating the workload for the team whilst ensuring timeframes and KPI’s are met.
Manage, support and coordinate the work of the Customer Service team, motivating individuals to meet professional and personal development goals
Instil a strong customer service culture and keep the team focussed on resolving complaints within the required timeframes, balancing fair outcomes for customers and commercial outcomes for the business
Carry out reviews to ensure complaints are handled within guidelines and timescales and that responses to customers are clear and demonstrate that a thorough investigation has been undertaken
Ensure KPI’s and Quality Audit results are consistently achieving expectations
Ensure any risks are managed through the timely completion of departmental controls
Act as escalation point for complaints referred to the Financial Ombudsman Service or any legal cases
Ensure relevant statistical information is produced, collated, and analysed to assist in evaluating the efficiency of the team and to inform resource allocation/service improvements
3 years’ experience in a management position preferred
~ Complaint handling experience required
~ Demonstrable experience in managing a team of complaint handlers/team leaders
~ At registration stage, to confirm your identity, you will be required to bring your passport and proof of address with you. If you are emailing your CV to us, please ensure it has your home address, telephone numbers (including your mobile) and your email address on.
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