Customer Service Operations Manager

1 day ago

Washington, Sunderland, United Kingdom END. Full time

Key Responsibilities

  • Oversee the workflow for the CS Advisor team, managing contact volumes, team workload, daily tasks, and personal development targets.
  • Directly manage a sub-team of advisors, monitoring their performance, delivering tailored training programs, and supporting their professional development.
  • Lead by example, ensuring a high-quality customer experience within contractual SLAs, and act as a Quality Standards Ambassador.
  • Assist in investigating and resolving complex customer queries, and provide support with customer escalations.
  • Collaborate with other Team Leaders and CS Management to improve customer success and support the evolution of the CS department.
  • Hold regular one-on-one meetings with team members to ensure they meet targets, provide development support, and prioritize employee satisfaction.
  • Support the Onboarding and Training process for new recruits, and assist with additional tasks as needed.
  • Contribute to the review and improvement of internal processes to ensure efficient resolutions, collaborating with internal stakeholders to achieve this goal.
  • Promote a safe and supportive work environment, and organize regular Open Door feedback sessions to ensure the team's well-being and concerns are addressed.
  • Lead the team with a positive attitude, driving a departmental culture that aligns with the company values.

Requirements and Qualifications

  • Proven management experience in a fast-paced customer-focused environment.
  • Confident in handling customer escalations, managing difficult conversations, and owning issues until a suitable resolution is achieved.
  • Excellent communication, planning, and organizational skills for conducting 121 meetings and team workshops.
  • A good understanding of how the team integrates with other departments to achieve overall objectives.
  • Proficiency in Microsoft Office programs and ability to work autonomously.
  • Excellent organizational and time management skills, with a dynamic approach to problem-solving.
  • A friendly, kind, and approachable demeanor, with a passion for colleague engagement and creating a culture that strives for excellence.

What We Offer

  • 29 days holiday (including bank holidays and birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Programme
  • Opportunities for professional development and career progression
  • Free Onsite parking

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated, and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

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