Customer Service Centre Manager

2 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom Thrive Homes Full time

Job Title: Customer Service Centre Manager

Job Summary: We are seeking a highly skilled Customer Service Centre Manager to lead our customer service operations across various contact channels. The successful candidate will be responsible for overseeing the delivery of exceptional customer service, managing a dynamic team, and driving customer satisfaction.

Key Responsibilities:

  • Train and mentor customer service staff to ensure cross-functional support and address peaks in activity.
  • Develop and implement customer service policies and procedures.
  • Ensure issues are resolved at first contact, service requests are correctly raised, and complaints are identified and handled efficiently.
  • Manage customer expectations in line with Thrive's Service Offer and policies.
  • Continuously improve customer service to ensure first contact resolution.
  • Monitor and report on customer service performance metrics, including contact centre service targets and turnaround times.
  • Conduct quality assurance checks to highlight trends and identify performance and service improvements.
  • Handle data analysis and the collation and input of key reports on a monthly and quarterly basis on contact performance and call quality checks.
  • Escalate ongoing issues to relevant business functions and collaborate across the team and business to resolve issues.
  • Collaborate with other departments to improve overall customer experience.
  • Manage contracts for the out-of-hours call centre and telephony provider.
  • Monitor the customer portal's performance to ensure optimal functionality and user experience.

Requirements:

  • Possess a passion for delivering exceptional customer service.
  • Demonstrate experience in leading and managing a customer service team.
  • Proven ability to train and mentor staff, ensuring cross-functional support.
  • Proficiency in monitoring and reporting on customer service performance metrics.
  • Strong track record of delivering exceptional customer service across multiple channels.
  • Experience in managing contracts with external service providers.


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