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Customer Service Team Lead
2 months ago
Macildowie Recruitment and Retention is seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer service centre, you will be responsible for leading a team of customer service advisors and driving process improvements to deliver exceptional customer experiences.
Key Responsibilities:- Manage a team of customer service advisors, providing guidance, support, and coaching to ensure they meet their performance targets.
- Develop and implement process improvements to enhance customer service delivery, including the allocation of workloads and the development of specific programmes of activity.
- Monitor and report on operational performance, identifying areas for improvement and making recommendations for change.
- Collaborate with IT and digital teams to scope and test system developments, resolving any issues that arise.
- Provide analysis and reporting on customer activity, identifying patterns and opportunities for development.
- Ensure that customer service standards are met, and that customers receive a first-class experience.
- Experience of managing a team and/or project, with a proven track record of delivering results.
- Excellent communication and interpersonal skills, with the ability to present complex concepts to various audiences.
- Ability to work independently, with minimal supervision, and to prioritize tasks effectively.
- Experience of using multi-relational databases and coaching and people development.
Macildowie Recruitment and Retention is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers.
