Customer Contact Centre Manager

Customer Services Manager

Pembrook Resourcing currently have an exciting role for a Customer Services Manager

with one of our clients, A well renowned dealership group within the area

Summary

The Customer Services Manager will lead, inspire, develop and grow the Call Centre ensuring they, and the department, reach their full potential.

Our Call Centre manages all inbound calls for the business, facilitates inbound requests and outbound prospecting for service bookings and is responsible for initial digital sales enquiry management.

Reporting to the Future Retail Implementation Manager, in this role you will instil a performance culture across the team, developing training plans and working with compliance teams, to ensure service standards are upheld.  You will have demonstrative experience of how you have created efficiencies by implementing changes to processes to drive proactive improvement of customer satisfaction, customer retention, complaint management, quality, accuracy, and first contact resolution

Responsibilities

· Work closely with Service Managers and workshop controllers to ensure all service products and tools are maintained in line with current business performance and opportunities.

· Drive incremental revenue opportunity through digital sales enquiry lead management and service prospecting activities.

Responsible for maintaining an outstanding customer service experience for our customers, and finding ways to retain and delight our customer base.
Inspire, motivate & lead your Customer Services Co-Ordinator and your team to deliver an excellent experience.
Support & challenge the evolving way of thinking, based on experience, to drive performance.
Minimize escalations by ensuring necessary training is provided to all advisors to be able to handle any concerns raised by our customers quickly and accurately.
· You'll build training plans and occasionally design and deliver training sessions within your department and the wider business. You'll work with your team members' development and support them to build stellar careers

Drive continuous improvement across all services and processes to ensure efficiency.
Ensure all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot.
· Ensure both internal and external reporting is accurate and presented on time at all times.

· Enforce BMW Group brand guidelines in all external interactions.

· Facilitate daily database maintenance tasks.

· Conduct market research on competitors to ensure that the business remains ahead of the competition.

· Provide additional marketing support to Head of Marketing and wider Marketing team as required.

· Adopt a flexible approach, enthusiastic and driven approach to achieving the financial goals of the business.

· Contribute to maintaining a high level of housekeeping and attention to health and safety issues as to create a healthy and safe working environment.

· Willingly carry out any other duties deemed appropriate by the Company.

The Individual

Capability, Knowledge and Experience

· Have at least 2-3 years' experience in managing or supervising Customer Services Operations in a retail contact centre based environment desired.

· Proven track record of maintaining high levels of customer satisfaction in a fast-paced industry.

· Proven track record of managing, enhancing, and reporting on departmental processes and operations.

· Working closely with other department heads to always ensure smooth experience to customers.

· An understanding of database management & marketing.

Proficient in MS Office.
Experience of managing complex projects with multiple touch points.
Advanced troubleshooting and multi-tasking skills.
Proven track record of scaling an operation in a digital environment.
Excellent knowledge of Customer Service systems and tools.
Leadership skills to recruit, motivate and retain talent.
Working knowledge of customer service software, databases, and tools.
Strong client-facing and communication skills.

Personal characteristics

Remain positive and gracious with a can-do attitude.
Strong team player.
Excellent communication skills.
Strong organisational skills.
Ability to work under pressure.
Results driven.
Dynamic and capable to take ownership of multiple projects.
Ability to work on your own initiative.
Self-motivated work ethic.
Challenge ideas without fear of conflict.
Ability to think strategically and to lead with influence.

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