Customer Service Operations Manager

1 month ago


Birmingham, United Kingdom Cactus Search Full time

We are looking for an experienced** Customer Service Operations Manager **for a fantastic, growing, exciting Financial Service business based in Birmingham, West Midlands**.**You will be at the heart of this business, to optimisethe customer experience as well as developing your team. In this area of the contact centre, you will coach, support and inspire your team which is why we are looking for a real Leader of people
You will need to have strong experience in **Driving, Mentoring, Coaching and Developing** your team in a Contact Centre Setting. This role is based on site in Birmingham, West Midlands
**You will be responsible for:**:

- You need to be hands on, proactive - coach, develop & support the service team.
- Manage performance, providing regular feedback (strengths and developments)
- Work with stakeholders in developing the customer service roadmap and vision, Making it the heart of the organisation
- Take the lead in evaluating service platforms, business & planning structures to improve and take user experience forward.
- Conduct regular journey mapping, analysing the business touch-points to increase user experience and commercial opportunities.
- Be accountable for the budget, performance and results of your area
- Resource planning for the customer service team
- Build and maintain effective relationships with internal and external stakeholders
- Be responsible for their people’s engagement and communication
- Work alongside our People Advisor to ensure the team is fully supported.
- Be able to take ownership of your own performance and development

**Experience;**:

- Significant experience in a customer service/support or a similar senior leadership role.
- Experience of using and improving business tools such as Zendesk within a fast-paced and highly competitive environment
- You must be Customer-Service oriented, demonstrate the ability to work in a fast-paced environment with ease, be self-motivated and proactive
- Strong coaching, mentoring and training skills
- Previous experience in a Financial Service environment
- Strong analytical skills and effective use of data and reporting
- Strong IT and digital skills
- Experience of working in a multi channel contact centre environment.
- Strong commercial understanding, being able to input into key decision making affecting your area.
Please contact



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