Customer Experience Manager

5 days ago

Glasgow, Glasgow City, United Kingdom Tallgrass Recruitment Limited Full time
Customer Care Manager

We are seeking a seasoned professional to lead our customer support operations in a fast-paced mortgage contact center. The ideal candidate will have a strong background in customer service management, sales, and administration, with the ability to motivate a team of customer care agents to deliver exceptional service through telephony-based support.

Key Responsibilities:
  • Team Leadership:
    • Lead and manage a team of customer care representatives to achieve performance targets and maintain high standards of service.
    • Conduct regular performance reviews, coaching, and development plans to ensure team members meet individual and team objectives.
    • Foster a positive, customer-first environment by encouraging collaboration, ongoing learning, and accountability.
  • Customer Service Management:
    • Oversee day-to-day operations of the customer care contact center, ensuring effective telephony-based customer service, including inbound and outbound calls.
    • Monitor service level agreements (SLAs), response times, and quality of interactions to ensure compliance with internal and regulatory requirements.
    • Handle escalated customer inquiries and complaints, resolving issues efficiently while maintaining high levels of customer satisfaction.
  • Sales & Business Development Support:
    • Collaborate with the sales team to support lead conversion through excellent customer service and product knowledge.
    • Implement cross-selling or upselling opportunities where appropriate, ensuring customer needs are met and business goals are supported.
    • Provide customer feedback and insights to the sales and marketing teams to drive product improvements and optimize customer engagement strategies.

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