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Customer Service Duty Manager
2 months ago
We are seeking a highly motivated and experienced Customer Service Duty Manager to lead our Customer Services team. As a result-driven people manager, you will be responsible for driving operational improvement and ensuring consistent and positive customer interactions across all touchpoints.
Key Responsibilities- Report to the Soft Service Manager and work closely with cross-functional teams to enhance customer satisfaction.
- Develop strong relationships with centre teams and management, and work closely with the Retail Liaison manager to ensure we are supporting our retailers.
- Drive a world-class shopping and leisure environment and deliver customers a VIP experience, ensuring the servicing teams understand centre aspirations and expected performance.
- Attend weekly management meetings, aligning performance with business objectives, strategic plans, service delivery, and commercial performance.
- Live the company values – 5 E's, Expect, Environment, Engage, Experience, Evolve.
- Manage department service charge spend and have proactive involvement in yearly department budgeting.
- Lead regular team briefings and yearly performance reviews, and work in partnership with the centre HR Manager to ensure compliance with employment legislation and best practice HR procedures.
- Manage and ensure compliance with all aspects of Health & Safety / Quality Assurance / Environmental requirements.
- Encourage and develop a passion for excellence in delivering customer service across the whole centre team.
- Monthly management reporting and development of innovation and best practice standards across all operational aspects of service delivery.
- Experience of business continuity planning, the management and assessment, involved for event planning and delivering events successfully.
- Previous demonstrable experience in building and inspiring teams to perform to their maximum ability.
- A sound understanding of the Data Protection Act and the management and release of data.
- Good knowledge of IT systems.
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation.
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
