Service Excellence Manager

4 weeks ago


Beckenham, Greater London, United Kingdom Foresters Financial Full time
Job Title: Service Excellence Manager

Foresters Financial is seeking a highly skilled Service Excellence Manager to drive the transformation of our Customer Service department. This is a critical role that will play a key part in enhancing operational efficiency, customer satisfaction, and overall service excellence.

Key Responsibilities:
  • Develop and implement a comprehensive transformation strategy to deploy technologies such as Chatbots, Livechat Knowledge Management Systems, and Speech Analytics.
  • Lead the integration and adoption of these technologies and disciplines, ensuring the provision of insight for a data-driven approach of leadership and decision-making.
  • Monitor and analyze call volume, call patterns, and flow for multiple teams to ensure SLA's are optimal.
  • Plan and forecast call volumes and headcount, reviewing variations to forecast and providing accurate MI to ensure delivery of SLA's and KPIS objectives.
  • Make recommendations for process improvements, including the deployment of technology to assist service delivery.
  • Create and embed the governance and cadence of evaluating the effectiveness of the operational delivery plan.
Requirements:
  • Previous experience of working in a senior key role providing insight and analytical support within a Contact Servicing centre or similar.
  • Exceptional analytical skills coupled with excellent stakeholder engagement, able to provide insight to be consumed and understood at all levels up to executive leadership team.
  • Experience of Salesforce and leading telephony solutions, forecasting, and productivity improvements delivery.
  • Proficiency in Microsoft office and a can-do attitude to problem solving, role models growth mindset and collaborative working.


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