Service Delivery Manager
4 days ago
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 OverviewThe 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.
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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