Admin / Customer Service Manager

2 weeks ago


United Kingdom Simplify Group Full time

Customer Service Admin Team Manager 
Do you have experience working in a contact centre, and leading teams of over 10 direct reports? Within our Service Centre, there are multiple teams which deliver a wide range of services both internally and externally including outbound calls to third parties, inbound customer service calls, legal administration, and ID verification. 
You will lead a team responsible for the ID verification of sensitive customer information required by the business to process legal property transactions
WHAT YOU’LL BE DOING AS A TEAM MANAGER IN OUR CUSTOMER SERVICE CENTRE
~ Training & Development plans
~ Training & Development plans
~ Monitoring & reporting performance against KPI's & SLA's within the team
~Policies & Procedures owned & reviewed
~ Complaints reviewed, responded too and tracked
~ Delivery and report on a quality monitoring framework
~ Carry out quality monitoring 
~ Absence Management – Monitoring & Reporting
~ Behaviour or Performance Plans (BIP's & PIP process) - Identifying where required and implement and report on progress 
~ Ensure correct procedure for all risk based decisioning and escalations are followed 
~ Utilising MI reporting to effectively manage the performance of the team 
~ Stakeholder management internally & externally
~ Identify and mitigate the operational risks within the team 

Your friends come on over and you earn a sweet referral bonus – for each one  

Experience of a high volume-based service delivery environment
Delivery against performance targets and service levels 
Experience of handling complaints and escalation 
If this Customer Service Team Manager role in Leicester looks like something you'd be interested in, apply now for immediate consideration
Competitive Salary, 25 Days Holiday (Plus 8 Days Public Holiday), Option To Buy Or Sell Holiday, Life Assurance, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals, Retail Discounts Plus Many More 
Simplify believes diversity brings benefits for our clients, our business and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.  
Simplify is the UK’s leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK, two leading independent property services businesses as well as being the market-leading direct to consumer online conveyancer.  
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