Customer Service Manager

4 weeks ago

Wigan, Wigan, United Kingdom Apcoa Parking Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Apcoa Parking. As a key member of our management team, you will be responsible for ensuring the smooth delivery of our contract and maintaining high-quality standards.

Key Responsibilities
  • Assist the Customer Service Manager in ensuring the effective management of resources, including staff deployment and contractual requirements.
  • Conduct disciplinary and grievance procedures in accordance with company policy.
  • Monitor and manage staff absence and lateness, ensuring minimal disruption to operations.
  • Develop and implement strategies to improve service delivery and customer satisfaction.
  • Collaborate with the Contract Manager to identify trends and implement remedial action where necessary.
  • Coach and develop the supervisory team in areas such as cost control, supervisory skills, and health and safety.
  • Set objectives and conduct appraisals for operational staff, identifying training needs and areas for improvement.
Requirements
  • Minimum 36 months management experience gained within the last 3 years at Team Manager or equivalent level, with experience of managing a team of supervisors or equivalent grade or above.
  • Strong people management skills, including coaching, training, and recruiting.
  • Experience of monitoring Key Performance Indicators (KPIs) and preparing reports.
  • Experience of dealing with disciplinary issues, with a good understanding of policy and procedure.
What We Offer
  • A competitive salary of £28,000-£30,000 per annum, depending on experience.
  • A comprehensive pension scheme.
  • 28 days annual leave, including 8 Bank Holidays.
  • Training and development opportunities.
  • An Employee Discount Scheme.

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