Service Delivery Manager

4 days ago


Glasgow, Glasgow City, United Kingdom McQueens Dairies Full time

McQueens Dairies is a leading dairy company that prides itself on delivering exceptional customer service. We are currently seeking a highly skilled and experienced Service Delivery Manager to join our team.

Job Overview

The Service Delivery Manager will be responsible for supporting and resolving customer service challenges, ensuring the delivery of a world-class customer experience. This role requires a hands-on approach, coaching, and feedback to ensure the productivity of the team and exceed all relevant KPIs.

Key Responsibilities
  • Manage a Customer Service Advisor Team who deal with various outcomes from collecting Direct Debit details, sales, to retention of customers.
  • Take a proactive approach to coaching and feedback to ensure the team meets productivity targets and exceeds KPIs.
  • Responsible for Quality Assurance of team outputs, implementing strategic business changes, and managing performance.
  • Create a culture and environment of world-class service, empowering the team to take ownership of customer queries.
  • Advocate for McQueens Dairies, feeding back on processes and policies, identifying opportunities for improvement.
  • Work closely with Retention, Marketing, and Depot teams to improve customer experience and operational functionality.
  • Serve as an escalation point for customer queries where needed.
  • Plan monthly 1-to-1s with direct reports, conducting regular call dip checks to support, develop, and motivate the team.
  • Provide return-to-work meetings and conduct informal and formal investigations when required.
  • Produce analytics for department meetings, demonstrating adherence to all KPIs.
  • Support team members with personal development, arranging training and assisting with the onboarding of new team members.
  • Motivate the team to deliver results.
About the Role

This is a full-time position, working Monday to Friday, 08:30-17:00, in our office-based environment. The successful candidate will receive free on-site parking and a competitive salary package, including:

Estimated Annual Salary: £34,000 - £40,000 (dependent on experience)



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