Customer Service Team Manager

3 weeks ago

Wimborne Dorset, United Kingdom Dovetail Recruitment Ltd Full time

Our well established and employee focused client in Wimborne are recruiting Customer Service Team Manager to manage the Customer Services Team ensuring they provide excellent customer service and meet T&C requirements in line with the required standards. The Customer Service Team Manager will ensure that all activities within the team continuously adhere to internal procedures and regulatory requirements. You will oversee the continuous development of colleagues in order to deliver positive member experiences whilst optimising productivity/efficiencies and team morale.

Duties and Responsibilities:

* Manage overall team performance, to include monthly 1:1's & performance related reviews with all direct reports

* Motivate colleagues to ensure optimum performance in the team

* Problem-solving and handling conflicts between employees

* Monitor the ongoing competence of the team working closely with the Learning and Development officer and the Technical Administration Manager

* Coordinate workloads, planning and prioritising as necessary to ensure high quality and efficient service delivery at all times

* Responsible for ongoing compliance

* Adhere to the procedures and advise customers accordingly

* Retain a comprehensive understanding of regulatory requirements as they pertain to Customer Service function and keep abreast of developing regulatory changes ensuring plans are in place to achieve compliance within required timescales

* Ensure the production of any required departmental reports and MI on a timely basis

* Proactively provide feedback to the relevant stakeholders on current trends and customer themes

* Ensure continuous adherence to the society's procedures, control, and compliance/regulatory requirements

* Responsible for maintaining the department's appropriate procedure and control documentation

Minimum Experience Required:

* Excellent communication skills both written and oral

* Ability to adapt to new systems and processes and aptitude to gain a key understanding to how they work

* Takes responsibility for providing a high standard of customer service for all customers. Thinks of practical ways to improve customer care

* Attention to Detail and ensuring that colleagues follow the required processes

* Previous managerial experience within a call centre and customer service environment, preferably in a financial services

* Excellent interpersonal and organisational skills

* Committed to delivering and continually seeking ways to enhance the customer experience Solutions orientated

Salary and Benefits:

* A salary of £45,000 per annum

* Working Monday - Friday 9.00 am - 5.00 pm

* Hybrid working available

* 27 days holiday + 8 Bank Holidays

* Annual Car Parking permit

* Discounts for many local businesses

* Employee assistance programme + 24/7 counselling and support helpline

* 24/7 Virtual GP surgery and private prescription service #J-18808-Ljbffr

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