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Customer Service Centre Manager
2 months ago
To manage all aspects of the Customer Service Centre team. To work with other departments to provide input into business process changes and improvements into the use of technology to better utilize resources and management information. To contribute and support colleagues in working to enhance the customer experience with RHT
Key Responsibilities
Manage direct reports, including sickness management, Holiday approvals, probation reviews and all other aspects of people management.
Responsibility for TEAM recruitment.
Support the Regional Service Managers in driving efficiencies through efficient Customer Service Centre management
To support the Customer Service Centre in achieving performance metrics and monitor performance.
Coach and develop staff and produce development plans where appropriate.
Correspond with customers as a point of escalation.
Support management in producing reports for both internal use and for client distribution.
Manage the upkeep of customer contracts and other data within the Job Logic system.
To communicate with the Head of Service if the Service Desk KPI’s require attention.
Responsibility for preparing and sending annual customer maintenance contract renewals
Responsibility for preparing and sending annual Customer subscription renewals
Escalate issues where appropriate to the Head of Service or relevant person and advise of any potential problems, in a timely manner to avoid failures.
Operate and implement processes to ensure efficient working practices.
Continuously reviewing the current business processes to ensure effective working practices.
Working with the IT team to implement practices using technology to achieve better working practices, increase efficiently and increase accuracy
To produce training manuals as required
Responsibility for Business Continuity and contingency planning to include TEAM training and additional support
Attend online meetings with the customers when required
Key Competencies
Customer Focus
Delivering Objectives
Communication with others
Work balancing
Working with others/Team Player
Reliable and trustworthy
Accountability
Innovative think/Solution Oriented
Essential
3-5 years’ experience working in a customer or CAFM focused role
3-5 years of supporting a mobile engineering workforce via remote diagnostics
Team management experience
A sound knowledge base in Security & IT systems
Literate and numerate
Excellent organisational skills
Excellent communication both verbal and written
Confident in communicating with customers and director level management
Ability to work to deadlines, balancing different priorities
Ability to deal with confidential information
Desirable
To work well under pressure
Degree standard of education or equivalent
Numerate with experience of MS office
Understanding of data mapping and structure
Experience of working with SLA’s
Self-motivated
Trustworthy
Team Player
Willingness to learn
