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Customer Service Manager

1 month ago

London, Greater London, United Kingdom Riverside Full time

About the Role

We are seeking a highly experienced Customer Service Manager to lead our Contact Centre Operations. As a key member of our team, you will be responsible for managing and leading day-to-day performance of our 24/7 Contact Centre operation.

Key Responsibilities

  • Manage and lead the Customer Service Centre (CSC) to deliver an exceptional performance.
  • Lead, coach, and motivate Team Leaders to maximise team productivity, quality of service, and customer satisfaction.
  • Agree and set values-led objectives supporting the Directorate and Our Riverside Plan 2023-2026.
  • Coordinate regular 1-2-1s and/or check-ins with Team Leaders.
  • Coach and support Team Leaders, identifying knowledge and experience gaps; agreeing appropriate action plans to ensure they achieve objectives.
  • Conduct regular audits of performance and absence management to ensure Team Leaders are supported to deliver in line with our policies and procedures.
  • Manage any Team Leader absence and capability needs in accordance with TRG policies and procedures.
  • Lead and engage Team Leaders to deliver exceptional customer experience in line with our Target Operating Model and future vision.
  • Actively and visibly champion the customer, ensuring we consider the customer and encourage others to do so in every action and decision we make.
  • Actively demonstrate commitment to our safe working practices and take responsibility for data quality improvements within the CSC.
  • Drive employee attraction, engagement, and retention measured through employee satisfaction, career progression, and talent mobility.
  • Demonstrate and role model our values on a daily basis.

Service Delivery

  • Lead on the delivery of customer contact services to all Riverside customers.
  • Ensure that operational targets and SLAs are met by fostering a culture of commitment to our customer and dedication to the role.
  • Lead regular huddles with Team Leaders, celebrating successes, identifying opportunities for improvement, and agreeing appropriate actions.
  • Ensure a clear and consistent communication process is in place across the Customer Service Centre.
  • Develop and embed a performance excellence ensuring all colleagues are aware of the role they play in contributing to our success and the improvement of customer service, delivery, and satisfaction measures.
  • Accountable for delivery of quality and reduced business effort with first contact resolution where possible.
  • Planning and leading activities to embed a performance, coaching, and quality culture.
  • Work collaboratively with internal and external stakeholders to ensure service is delivered to a high standard.
  • Providing support to the relevant workstreams linked to the implementation of innovative software and systems integration to deliver an enhanced service to our customers.

Strategy and Service Development

  • Support the Head of Contact Centre Operations in planning and preparing for success.
  • Management of all operational KPIs to ensure a successful delivery of service across all channels.
  • Work collaboratively with Resource Planning to ensure the CSC is operating at required budgeted FTE with sufficient resource deployed across our operational hours in line with forecasting.
  • Work in partnership with our Talent Partner to ensure recruitment and onboarding are delivered efficiently, avoiding resource deficits and minimizing attrition.
  • Identify, recommend, and implement opportunities to develop service to our customers via effective communication and collaboration with our people and internal stakeholders.
  • Respond to changes in Social Housing and Customer Service sectors to ensure we meet our ambitions in delivering a sector-leading customer experience.
  • Work in partnership with Leaders and Managers in teams outside of the CSC to reduce customer effort and smooth processes for our advisors.
  • Build on our existing processes and systems to find efficiencies and drive continuous improvement for our centres; including working towards a model of customer self-service and channel shift towards our digital platforms.
  • Support in the delivery of our budget by maximizing income, reducing costs, and championing efficiencies through automation and AI, advisor adherence, and productivity and improved quality of response.

Other Information/Duties

  • Ensure knowledge of business, legislative requirements (e.g., DPA, Health & Safety, Equality, Diversity & Inclusion) and our processes are maintained and up to date.
  • Periodically listen to and handle customer contact in order to ensure knowledge of our customer needs is maintained.
  • Work with internal project teams, external trainers, and consultants where appropriate to ensure outstanding service delivered and value for money achieved.
  • Requirement to travel to and support colleagues based at our various sites.
  • Deputise for Head of Contact Centre Operations in their absence and at relevant operational and project meetings.

Person Specification

Knowledge, Skills, and Experience

Essential

  • Significant experience of leading a fast-paced, high-performing, multi-channel contact centre; leading/managing an operation through periods of change and implementation of new technology and channels.
  • Strong leadership skills gained within Contact Centres, with proven ability to manage and lead multiple teams in order to deliver and exceed industry performance metrics, providing an excellent customer experience.
  • Demonstrable experience of ability to use contact centre technology in order to interpret and analyse performance and undertake positive measures to ensure challenging targets are met.
  • Proactive with a solutions-first approach with a strong sense of initiative to tackle problems.
  • Excellent stakeholder management and strong communication skills with the ability to communicate and collaborate across all levels.
  • Demonstrable experience of ability to plan, prioritise, and organise own workload whilst leading and motivating others to meet agreed deadlines.
  • Ability to make sound operational decisions in a fast-paced environment.
  • Ability to recognise and develop plans to improve the business for the benefit of customers.

Desirable

  • Experience of working in a Social Housing Environment.
  • Experience of utilising CCaaS in order to provide contact services to customers.
  • Degree educated or equivalent qualifications in Leadership or Contact Centre Management.