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Customer Service Manager

2 months ago

St Helens, St. Helens, United Kingdom Torus Group Full time
Job Title: Communications Lead

At Torus Group, we are seeking a skilled Communications Lead to join our team. As a key member of our Customer Hub, you will play a vital role in delivering high-quality customer service and ensuring our customers receive prompt and efficient support across various communication channels.

Key Responsibilities:
  • Manage a team of advisors to ensure delivery of customer hub quality standards and adherence to policy and procedures.
  • Develop and implement effective planning and deployment of resources to achieve KPIs for the Customer Hub.
  • Support the Lead Officer in the development of the Housing Management System relating to CRM/Contact Management.
  • Ensure high-performing, quality services are provided in the Customer Hub area across the Heartlands.
  • Provide day-to-day support to Customer Advisors and be the first point of contact for the Out of Hours Service for Customer Hub related matters.
  • Deputise for the Senior Team Leader and provide supervision and leadership to advisors.
  • Assist the Senior Team Leader in developing policies and procedures to guide the work of the teams, ensuring compliance with relevant company procedures and policy.
  • Manage, motivate, and develop teams to enable provision of high-quality services.
  • Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers' needs.
Requirements:
  • Previous management experience.
  • Ability to work effectively in a team environment.
  • Strong communication and interpersonal skills.
  • Ability to motivate and develop teams.
  • Knowledge of customer service principles and practices.
What We Offer:
  • 25 days holiday rising to 30 plus bank holidays (pro rata).
  • Holiday purchase scheme.
  • Company Pension Scheme.
  • Company life assurance.

Torus Group is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.