Customer Service Manager
2 weeks ago
Customer Service Manager
Location: Caerphilly
salary: 17.43 - 20 per hour
Duration: 6 months with likely opportunity to go permanent
job spec:
Join the leadership team of dedicated Customer Service Centre in Caerphilly and become part of a dynamic department that loves their work. As a respected Customer Service Manager reporting directly to the Head of Customer Service, you will manage supervisorsand associates, whereby you will help us to drive customer satisfaction, identify performance issues and work with senior business leaders to improve and evolve customer service.
We are looking for an experienced leader with a proven track record of being able to set and deliver high standards consistently. You will be an open and honest leader who values and drives that in others and are able to inspire, motivate and engage peopleat all levels across a dynamic field-based business.
Whats in it For You:
- Be recognized for meeting goals, and secure opportunities for advancement
- Sharpen your professional business acumen
- Work for a stable, growing, global Fortune 500 company
- Comprehensive benefits package starting day 1 of employment.
What You Will Do:
- Leadership of multiple teams through structured performance management of Supervisors and Individual Contributors within a Customer Service Department
- Oversees assigned customer service operations to ensure that customer claims and complaints are handled fairly and effectively. Understands sales initiatives, products, and distribution methods of division(s) supported.
- Identify, lead and deliver cross departmental people engagement initiatives
- Set objectives and goals for area of responsibility and monitor performance daily
- Prioritisation of resources to meet customer and business needs in a constantly changing service-based organisation
- Own and oversee day to day performance of multiple teams with a diverse set of processes
- Work collaboratively to solve customer and business problems at multiple levels
- Independent delivery of operational change as well as day to day tactical improvements
- Work with the Head of Customer Service to define and deliver strategic initiatives
- Experience of people leadership and performance management techniques
- Solid background of being able to identify and deliver process change and improvements
- Sets high standards and able to measure team and self-performance vs targets
- Passionate about customer service showing ownership at all times
- Able to deal with time critical issues calmly through to resolution
- Excellent written and verbal communication skills aimed at individual contributor through to senior management level
- Highly organised and structured approach
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