Customer Service Operations Manager

1 month ago


Knutsford, United Kingdom Pin Point Recruitment Full time
Customer Service Manager Job Opportunity

We are seeking a highly skilled Customer Service Manager to join our team at Pin Point Recruitment. As a Customer Service Manager, you will be responsible for leading and directing the customer service team to deliver exceptional customer care.

Key Responsibilities:
  • Plan and manage customer service operations within budget and relevant KPIs.
  • Improve customer service operations to reduce customer effort and increase retention.
  • Monitor operational aspects of SLA and manage successes and failures.
  • Responsible for onboarding and terminating customers.
  • Solve customer issues within scope, including credit notes within mandate.
  • Accountable for retention on portfolio accounts and ensure standard commercial terms. Shared responsibility for credit monitoring with shared service.
  • Coach and train customer service employees to ensure right competence levels.
  • Manage all customer service resources, including personnel.
  • Implement operational improvements on New Business and Quotes process and procedure.
  • Identify and implement opportunities for problem prevention.
Requirements:
  • Excellent verbal and written communication skills.
  • Ability to listen to and influence peer group and department team members.
  • Good attention to detail and ability to analyze data.

We are looking for a motivated and experienced Customer Service Manager who can drive continuous improvement and excellence in customer service. If you have a passion for delivering exceptional customer experiences, we want to hear from you.



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