Customer Service Call Centre Manager

2 months ago

StratforduponAvon, Warwickshire, United Kingdom Axis Europe Full time
Job Title: Customer Service Call Centre Manager

Axis Europe is seeking an experienced Customer Service Call Centre Manager to join our team. As a key member of our customer service team, you will be responsible for managing the day-to-day service delivery of our customer call centre and supporting the handling of complaints.

Key Responsibilities:
  • Manage the performance and behaviours of all Customer Service Advisors to ensure productivity and efficiency are always maximised whilst quality of service is delivered to the highest standard.
  • Support a culture focused on coaching and developing the team to achieve their full potential and to meet client expectations in line with agreed KPIs.
  • Manage the call centre in line with the Call Centre Performance Management Framework (PMF) and real-time monitoring, management and reporting of calls and CSA performance.
  • Effectively manage resource, including managing annual leave and sickness absence, to ensure call demand can be always met.
  • Conduct regular live monitoring of calls to ensure calls are being handled appropriately and to provide support and guidance where required.
  • Monitor and manage mail inboxes, ensuring all email contact is responded to within agreed contractual timescales.
  • Support with trend analysis of repeat and avoidable contact to identify opportunities for service improvement.
  • Address any under performance effectively with the use of Performance Improvement Plans (PIPs).
  • Support with recruitment of new CSAs, always ensuring a consistent and criteria-based approach, in line with the Axis Recruitment Process.
  • Support with delivery of any business change initiatives which impact on call centres and/or Customer Service employees.
Requirements:
  • Experience of managing within a Customer Services call centre environment is essential.
  • Previous experience of working with Local Authorities or Registered Housing Providers is desirable.
  • Knowledge of Reactive Maintenance Services is desirable.
  • Proven experience of working in a busy environment and delivering successful outcomes within challenging deadlines is essential.
  • Experiencing of reporting and analysing trends to identify improvement opportunities is desirable.
  • Experience of delivering business change initiatives is desirable.
  • Experience of delivering training to employees at all levels, in teams and on a one-to-one basis is desirable.
  • Experience of handling complaints and responding to customer dissatisfaction is essential.
  • Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently is essential.
  • Experience of building effective customer relationships which create customer advocacy is essential.
What We Offer:
  • 22 days annual leave which increases with length of service
  • Pension
  • Perkbox rewards
  • Long service rewards
  • Volunteering days
  • Cycle to work scheme

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