Customer Service Manager
5 days ago
D&R Partners is now seeking a Customer Service Manager to join our client's rapidly expanding workforce.
Because of their common sense approach to lending, our customer has been lending for 47 years and has positioned themselves as the market leader. They take satisfaction in transforming obstacles into opportunities that allow their customers to achieve theirfinancial goals.
They are now looking to hire a new Customer Service Manager who will be responsible for ensuring that their team is capable, motivated, and led to fulfil all stakeholder targets, standards, and expectations.
**The Customer Service Manager will take on responsibilities such as**:
- Monitor and review team MI
- Responsible for monitoring the adherence to policies by all team members
- Actively be involved in the selection and recruitment process of the department so that skill gaps are avoided, and resource needs are met
- Responsible for resolving complaints and referrals to prevent further dissatisfaction and escalation
- Effectively manage your team to ensure positive customer outcomes are delivered
- Lead and manage the team utilising documented 1:1s, coaching, sampling, and feedback
- Responsible for monitoring the adherence to policies by all team members to deliver compliant customer outcomes in line with TCF principles
- Proactively manage the resources of the team to ensure that it works to maximum effect
- Manage and review voice of customer feedback
- Report any procedural breaches identified across the team
**The Customer Service Manager will possess qualities such as**:
- Experience of managing a team with a focus on delivering consistent good performance
- Experience of managing new starters to reach consistent good performance levels
- Decision Making Skills
- Experience in Customer Service/Outbound environment
- Experience in using and reporting data
- Organisational Skills
- Negotiation Skills
- Decision Making Skills
- Analytical and problem solving skills
- Flexible approach & ability to adapt to change
- Strong numerical skills
**AdditionalBenefits**
- 24 Days holiday which rises with service and of course an extra day off for your birthday
- Cycle to work scheme
- On-site Valet parking
- Strong career path within Financial Services
- Fantastic working environment with onsite canteen
- Free use of a local gym
- Private Medical Insurance
They offer a range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover,health cash plan, private medical insurance, access to company's holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access and local bar/restaurant discounts.
Kindest Regards
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