Customer Service Manager

<p>**Customer Service Manager**</p> <p>This award-winning company now have this great opportunity for a Customer Service Team Manager</p> <p>You will be working a 37.5 hours per week on a shift pattern<br /> Will require one Saturday and one Sunday per month</p> <p>Are you:<br /> • Strong in coaching and people development<br /> • Have complete and thorough understanding of end to end customer service process<br /> • Familiar with SLA`s and KPI`s<br /> • Experienced in managing customer complaints</p> <p>The role:<br /> You will be responsible for managing and leading a team of 10-15 Customer Service advisors,<br /> You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company’s Mission, Vision and Values.<br /> You will need to be familiar with service level agreements and support the business in achieving these.</p> <p>• To manage and develop a team, focusing on delivering the best customer care service.<br /> • To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trustpilot, Live Chat, MI and Complaints as well as Operational MI.<br /> • To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.<br /> • To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills.<br /> • To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice.<br /> • To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.<br /> Experience:</p> <p>• Working within a regulated environment &#8211; Preferred<br /> • Complaint’s administration and management &#8211; Preferred<br /> • Live Chat management – Preferred</p> <p>Qualifications<br /> • IF1 preferred</p> <p>Benefits:</p> <p>• Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)<br /> • Employee Assistance Programme<br /> • Holiday 24 days plus birthday off<br /> • Tech Purchase Scheme<br /> • Pension<br /> • Holiday Buy Scheme<br /> • Life Assurance (4x Salary)<br /> • Christmas Savings Club<br /> • Discounted Cinema Tickets<br /> • Shopping Discounts for 1000s of High Street Retailers<br /> • Length of Service Awards<br /> • Staff Referral Scheme<br /> • Discounted Travel Insurance<br /> • Reward and Recognition Scheme<br /> • Personal Development (inc. Courses and Qualifications)<br /> • Social Events</p>