Customer Service Manager
5 days ago
This role offers a fantastic opportunity for an enthusiastic individual who wants to work in an exciting and dynamic environment in a growing, successful business.
The Customer Services Manager will be accountable for the successful delivery of customer service support across a range of community programmes/projects. Including maintaining and improving an efficient end to end customer journey.
**Client Details**
My Client has made it their mission to help vulnerable families. Their business is growing. Do you have excellent customer service skills, empathy, and the drive to reduce number of families struggling in the UK? Then this role is for you
**Description**
Customer Service Manager key responsibilties:
- Manage day to day resource to ensure adequate team coverage at all times
- Ensure consistent delivery of service against team performance indicators
- Adept management of remote team members
- Maintain a stimulating environment for the team to ensure staff retention and motivation
- Identify improvements to processes to ensure an excellent customer experience
- Manage and maintain service demand forecasting model by working with the marketing team and the project managers on their immediate and future activities and requirements
- Provision of weekly and monthly reporting on team service delivery and customer satisfaction
- Develop and maintain sound understanding of our schemes, be fully immersed in the processes and targets, and enable the team to adapt to changing requirements and priorities
- Take responsibility for the knowledge hub for the team, creating, fact-checking and maintaining FAQs for every project
- Support the recruitment, training and ongoing development of the team to ensure that they can provide the breadth of service required by our programmes
- Liaise effectively with the contact centre manager, team leaders and programme managers other to ensure all our programmes have a good customer service experience as well as deliver on targets
- Support complaint process and escalation, identifying and highlighting potential risk factors to the operation.
- Take responsibility for the SAR process across the company for any customer-originated SARs
- The role will involve a close working relationship with all internal teams, in particular the Contact Centre Manager, as well as external delivery partners.
- This is an office based role in Aylesbury
**Profile**
- Managerial experience of customer service teams/contact centre in a reasonably high-volume environment
- Hands on approach
- Proven performance manager
- Managing remote, 3rd party operations
- Good systems skills
- Experience of working is small or medium sized business
**Job Offer**
Great Employee Benefits
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