Customer Contact Manager

4 weeks ago

Birmingham, United Kingdom OCS Group Full time
About The RoleTo manage a small customer service team, carrying out a variety of Customer Service roles including - Visitor Reception Switchboard Phone Lines Customer Feedback Handling Information and Query handling - email. Welcome Desks You will be seen as an expert in customer contact services (both front & back of house) in line with customer excellence standards achieving & exceeding contractual KPI's and PMS. You will have clear and effective communication skills both verbal and written.

A strong line manager with exceptional attention to detail. You will be working Monday to Sunday, 08:00 to 18:00, 37.5 hours per week, on a permanent, full-time basis. Main Duties & Responsibilities of the Role To carry out tasks and functions within the Customer Contact Team support operation as detailed. To provide support and service for clients across five venues. To ensure the team are trained to be the first point of contact for customers looking for help or information. To deal with both internal and external customer enquiries in an efficient and professional manner. To work collaboratively and build relationships with all teams and clients in the achievement of a seamless and excellent end to end customer experience. To ensure that any confidential information is handled with integrity, sensitivity and in a professional manner at all times. Any other relevant event administration duties. Experience -previous experience -desirable/essential for technical competence of the role Experience of working in a call centre, reception, or customer service orientated environment. Ability to communicate through a variety of methods; face-to-face, telephone, email. Experience in customer complaint handling. Line management or team leading experience. Personal Characteristics/Attributes Highly motivated with a positive outlook Exceptional customer service skills Able to communicate effectively at all levels; face to face, telephone and for written correspondence, with external and internal customers, builds rapport, flexing style as required Able to prioritise workloads and demands to achieve the best results Resilient and resourceful with good organisational skills Build excellent working relationships (both internally and externally) Is passionate about customer service Has a "can do" attitude, is able to challenge the status quo and has a willingness to embrace change Has an eye for detail whilst maintaining focus on delivering results Drivers Licence required Flexible Working About The CompanyOCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping,

logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local

communities in which it operates.

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