Customer Service Manager

1 week ago

Milton Keynes, United Kingdom Atlantic Data Ltd Full time

**Who are Atlantic Data?**

We specialise in web-based software solutions, assisting our clients with the streamlining of essential HR, recruitment, and DBS processes. Through a mix of innovative technology and operational excellence, we’ve become a leading provider of criminal recordchecking services in the UK.

**What’s the role?**

As our new Customer Service Manager you’ll be responsible for leading an essential part of Atlantic Data, our contact centre team, to ensure our clients receive a high standard of service throughout the client lifecycle, and team member reach their fullpotential.

Your key responsibilities include:

- Providing line management and support to a team of call handlers and administrators
- Manage and resolve query escalations
- Promote operational standards, and review regularly to identify areas of improvements
- Conducting regular call monitoring sessions with call handlers to ensure our standards are met
- Support the team to ensure a high standard of service is delivered at all times
- Encouraging personal development through identifying training needs and growth opportunities
- Assist with the recruitment and training of new member of the team
- Participate, when required, in reviews of operational and strategic practices, providing frontline insight to support the decision making process

This role is office-based, allowing you to build strong relationships with new colleagues from day one and understand the nuances of criminal background checks. Our working hours are Monday to Friday, 9am to 5pm.

**Who are you?**

What is really key for us, however, is that you’re an upbeat individual with the ability to encourage, engage and inspire. We’ll look to you to implement new ways of motivating the team to strive for more while celebrating successes, whether achieved individuallyor as a team.

You’ll also need to have the ability to identify new opportunities for personal and professional growth for the team. This can include working with our L&D team to create and deliver training sessions along with accompanying eModules for our eLearning platform.

**What are the benefits?**
- 29 days annual leave that’ll increase over time
- pension scheme
- life insurance scheme (four times your salary)
- social events throughout the year.

We provide every new member of our team with an in-depth, thorough, orientation plan to ensure everyone is prepared for success

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