Customer Service Operations Manager

6 days ago

Brighton, Brighton and Hove, United Kingdom Centrica Full time
About the Role

We are seeking a highly skilled and experienced Business Customer Service Lead Agent to join our team at Centrica. As a key member of our Operations Support Team, you will play a vital role in delivering exceptional customer service and ensuring the smooth operation of our Service & Repair and Installation contracts for our Social Housing clients.

Key Responsibilities
  • Provide administrative support for the delivery of Service & Repair and Installation contracts, including managing work queues and ensuring timely completion of tasks.
  • Work closely with the Field Operations team to deliver exceptional customer service, measured against internal and contract-specific Service Level Agreements and Key Performance Indicators.
  • Manage and maintain accurate records and data, including customer information and contract details.
  • Identify areas for improvement and develop strategies for implementation, continually developing systems, processes, and procedures to improve efficiencies, reduce operating costs, and enhance customer satisfaction.
  • Comply with contractual, regulatory, and other relevant guidelines and standards to deliver an efficient and cost-effective service.
  • Manage customer complaints and queries, escalating where necessary, and provide feedback and coaching to team members to drive improvement.
  • Build relationships and engage with outsource partners to share best practice and achieve Model Call and service excellence.
  • Operate information systems and client portals to maintain accurate and secure records.
Requirements
  • Excellent team-working skills, with the ability to respond professionally to customer and client enquiries.
  • Excellent interpersonal, oral, and written communication skills, with a self-motivated and problem-solving approach.
  • Ability to respond positively to changing workloads and priorities, with a willingness to undertake varied responsibilities.
  • Competent user of Microsoft Office, with strong IT skills and an ability to learn new systems.
  • Ability to prioritize tasks, work well under pressure, and manage workload, with a high degree of diligence.
  • Excellent written and verbal communication skills to all levels.
  • Ability to gather data and handle large amounts of information.
  • Ability to motivate and engage team members and teams.
  • Good analytical, problem-solving, and negotiation skills.
  • Ability to overcome objections, manage expectations, and retain strong customer focus.
  • Ability to effectively communicate information and knowledge assertively, while demonstrating empathy with colleagues.
  • Ability to work individually or within a team scenario.
  • Passion for quality within the customer service environment.
  • Exemplary coaching skills.
  • Ability to resolve complaints and escalate where necessary.
  • Good understanding of what delivers great customer service.
  • Ability to handle complex queries and challenging customer scenarios.
  • Strong levels of literacy.
  • Working knowledge of a social housing environment desirable.
  • Experience of working in multi-disciplined teams and interactive client relationship experience is desirable.
  • Experience of audit, QA, or other process compliance type functions.
  • Experience of data analysis and presentation (use of Excel and PowerPoint).
  • Personal drive and enthusiasm to meet and exceed targets.
  • Building Great Relationships: Impact and influencing skills, Confidence and credibility, Effective networking, Partnering.
  • Manage Change: Stakeholder management, Effective decision making.
  • Gas and multi-trade technical knowledge preferred but not essential.

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