Customer Service Operations Manager

2 months ago

Inverness, Highland, United Kingdom Marston Holdings Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Operations Manager to join our Operations team at Marston Holdings Limited. As a key member of our team, you will be responsible for leading a team of Customer Service Agents and ensuring they have the necessary competencies to effectively carry out their daily duties through continual development.

Key Responsibilities
  • Lead a team of Customer Service Agents and provide guidance and support to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
  • Monitor staff performance via KPIs, observation, and auditing of work to identify areas for development and improvement.
  • Analyse productivity and quality trends and work with the quality team to implement individual and team-based action plans to improve performance.
  • Develop the knowledge and competencies of the team through effective coaching, training, and setting of SMART objectives.
  • Identify development areas and address any poor performance through effective performance management techniques.
  • Ensure effective communication with staff through team briefings, one-to-one meetings, coaching, objective setting, training, and performance management.
Person Specification
  • Ability to manage and supervise a team.
  • Ability to analyse KPIs to manage performance.
  • Experience of handling and resolving difficult situations.
  • Effective communication and organisational skills.
  • Good understanding and use of Microsoft Office Applications.
  • Adaptable to change and new ideas.
  • Excellent planning, time management, and organisational skills.
  • Team player, both as a member and a leader.
  • Ability to remain focused and decisive when working to specified targets in a pressured environment.
What We Offer
  • Salary of up to £24,132.96.
  • Hybrid working.
  • Contract: Full time, 37.5 hours per week.
  • Enhanced Maternity and Paternity Package (subject to eligibility criteria).
  • 26 days annual leave.
  • Health Cash Plan.
  • Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising, and wellbeing.

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