Customer Service Operations Manager

2 months ago

Inverness, Highland, United Kingdom Marston Holdings Full time
Job Description

Marston Holdings Limited is seeking a highly skilled and experienced Customer Service Operations Manager to lead our Call Centre Team. As a key member of our Operations team, you will be responsible for ensuring the smooth running of our contact centre and delivering exceptional customer service.

Key Responsibilities:
  • Lead a team of Customer Service Agents, providing guidance and support to ensure they have the necessary competencies to effectively carry out their daily duties.
  • Monitor staff performance, identifying areas for development and improvement, and implementing individual and team-based action plans to drive productivity and quality.
  • Develop and implement effective coaching, training, and performance management techniques to improve performance and ensure the development of each team member.
  • Collaborate with the quality team to analyse productivity and quality trends, and proactively act upon these trends to drive continuous improvement.
  • Ensure effective communication with staff through regular team briefings, one-to-one meetings, and performance reviews.
Requirements:
  • Proven experience in managing and supervising a team.
  • Ability to analyse KPIs to manage performance and drive improvement.
  • Excellent 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 arrangement.
  • Enhanced Maternity and Paternity Package (subject to eligibility criteria).
  • 26 days annual leave.
  • Health Cash Plan.
  • Staff benefits designed to suit your lifestyle.

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