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Customer Service Operations Manager
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Clayton le Moors, Lancashire, United Kingdom Frasers Group Full timeAbout the RoleFrasers Group is seeking a highly skilled and experienced Customer Service and Complaints Operations Manager to join our team. 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, maximising the performance of our teams across all channels,...
Customer Service and Operations Manager
2 months ago
Job Summary:
We are seeking an experienced and skilled professional to lead and manage the successful delivery of our operational contact centre plan. The successful candidate will be responsible for maximising the performance of their teams across all channels, ensuring that continuous improvement, quality, and regulatory standards are met while delivering customer experience goals and objectives.
Key Responsibilities:
- Lead and manage a team of contact centre professionals to deliver exceptional customer service and experience.
- Develop and implement strategies to improve team performance, productivity, and efficiency.
- Ensure compliance with regulatory requirements and industry standards.
- Collaborate with cross-functional teams to achieve business objectives.
- Monitor and analyse key performance indicators (KPIs) to inform decision-making.
- Develop and implement training programs to enhance team skills and knowledge.
- Manage and resolve customer complaints in a timely and effective manner.
- Stay up-to-date with industry trends and best practices to ensure the contact centre remains competitive.
Requirements:
- Proven experience in a contact centre leadership role, preferably in a retail or financial services environment.
- Strong knowledge of regulatory requirements, such as the Financial Conduct Authority (FCA) and the General Data Protection Regulation (GDPR).
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and customers.
- Ability to work in a fast-paced environment, prioritising tasks and managing multiple projects simultaneously.
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
- Experience with performance management and development, including coaching and mentoring.
- Ability to adapt to changing priorities and demands, with a flexible and proactive approach.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- Recognition and rewards for outstanding performance.
How to Apply:
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your CV and a cover letter, to our recruitment team. We look forward to hearing from you.
