Service Excellence Manager

9 hours ago

Beckenham, Greater London, United Kingdom Foresters Financial Full time
Service Excellence Manager

Foresters Financial is seeking a highly skilled Service Excellence Manager to drive the transformation of our Customer Service department. This is a critical role that will play a key part in enhancing operational efficiency, customer satisfaction, and overall service excellence.

Key Responsibilities
  • Workforce Management: Develop and implement effective workforce management strategies to ensure optimal resource allocation and productivity.
  • Forecasting: Create accurate forecasts of call volumes and headcount to inform business decisions and drive continuous improvement.
  • Operational Management Information: Provide senior support to the Transformation Lead in delivering a cycle of continuous improvement, including monitoring and analyzing call volume, call patterns, and flow for multiple teams.
  • Process Improvement: Identify opportunities for process improvements and make recommendations for the deployment of technology to assist service delivery.
Requirements
  • Exceptional Analytical Skills: Provide insight and analytical support to stakeholders at all levels, up to executive leadership team.
  • Technical Skills: Experience with Salesforce and leading telephony solutions, as well as proficiency in Microsoft Office.
  • Forecasting Experience: Proven experience in forecasting and planning, with a focus on accuracy and reliability.
  • Collaborative Working: A can-do attitude to problem-solving, with a growth mindset and a collaborative approach to working with teams.

We are looking for a highly motivated and experienced professional who can drive transformation and improvement in our Customer Service department. If you have a passion for operational excellence and a track record of delivering results, we encourage you to apply for this exciting opportunity.

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