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Customer Service Operations Manager
2 months ago
We are seeking an experienced Customer Service and Complaints Operations Manager to join our team at Frasers Group. As a key member of our operations team, you will be responsible for leading and managing the successful delivery of our operational contact centre plan, ensuring that continuous improvement, quality, TCF, and regulatory standards are met while delivering customer experience goals and objectives.
Key Responsibilities- Lead and manage the operational contact centre team to achieve high levels of customer satisfaction and service quality.
- Develop and implement strategies to improve customer experience, reduce complaints, and increase customer loyalty.
- Collaborate with cross-functional teams to ensure seamless integration of customer service and complaints processes.
- Monitor and analyze customer feedback, complaints, and service metrics to identify areas for improvement.
- Develop and implement training programs to enhance customer service skills and knowledge.
- Ensure compliance with regulatory requirements, industry standards, and company policies.
- Manage and resolve complex customer complaints in a fair and timely manner.
- Provide coaching and guidance to team members to improve performance and achieve goals.
- Contribute to the development of business strategies and plans to drive customer service excellence.
- Proven experience in customer service and complaints management, preferably in a financial services or regulated environment.
- Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
- Ability to analyze complex data and information to identify trends and areas for improvement.
- Strong problem-solving and decision-making skills, with the ability to work under pressure and meet deadlines.
- Knowledge of regulatory requirements, industry standards, and company policies related to customer service and complaints.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
Frasers Group is a dynamic and innovative company that offers a range of benefits and opportunities for career growth and development. As a Customer Service and Complaints Operations Manager, you will have the opportunity to work with a talented team of professionals, develop your skills and knowledge, and contribute to the success of our business.
We offer a competitive salary and benefits package, including a bonus scheme, pension scheme, and access to our Employee Assistance Programme. You will also have the opportunity to participate in our Frasers Champion and Fearless 1000 schemes, which recognize and reward outstanding performance and contributions to the business.
Our company culture is built on our core values of teamwork, innovation, and customer focus. We are committed to creating a positive and inclusive work environment that supports the well-being and development of our employees.
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
