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Customer Service Manager

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Wimborne, United Kingdom Ultimate Banking Ltd Full time

Our client an established and growing Building Society are seeking an experienced Customer Service Manager to supervise the Customer Services Telephony Team (min of 3) ensuring they provide excellent customer service to customers enquiring about Savingsand that the team meet T&C requirements in line with the Society’s standards

This role is offered as hybrid working

**What does this involve?**

Ensuring that all activities within the team continuously adhere to internal procedures and regulatory requirements. Also to oversee the continuous development of staff in order to deliver positive member experiences whilst optimising productivity/efficienciesand staff morale.

In the role you will:

- Manage and coordinate workloads, planning and prioritising as necessary to ensure high quality and efficient service delivery at all times
- Undertake monthly 1:1’s & performance related reviews with all direct reports
- Monitor KPI’s ie inbound calls, abonnement and acceptance rates etc
- Assist with customer calls where necessary
- Motivate staff to ensure optimum performance in the team.
- Ensure the production of any required departmental reports and MI on a timely basis
- Monitor the ongoing competence of the team working closely with the Learning and Development
- officer (e.g. call monitoring, controls and checks)
- Pro-actively provide feedback to the relevant stakeholders on current trends and customer themes
- Responsible for maintaining the department’s appropriate procedure and control documentation.
- Assist in the hiring and on barding of any new team colleagues
- Attend relevant industry meetings, webinars and training if applicable
- Engaging the team on new initiatives, products and industry news

**Your background may include**:

- Systems - Ability to adapt to new systems and processes and aptitude to gain a key understanding as to how they work.
- Customer Care - Takes responsibility for providing a high standard of customer service for all
- customers. Thinks of practical ways to improve customer care.
- Planning and Organising - Develop daily work plans from job objectives and accurately prioritises key tasks
- Teamwork - Listens and gives credit to contributions which others make in teams. Shares learning and information with colleagues.
- Attention to Detail - Ensure that colleagues follow the required processes

**Skills and Experience required**:

- Previous managerial or supervisory experience, preferably in a financial services environment
- Committed to delivering and continually seeking ways to enhance the customer experience
- Solutions orientated
- Good communicator
- An engaging management approach, continuously seeking to develop and motivate staff