Job Title: Customer Service Manager
Locations: Westminster
Contract Type: Temp - Ongoing
Work Pattern: 36 hours per week
Start Date: Asap

Role Overview:

As a Customer Service Manager, you will be the driving force behind a customer-centric contact service. Your leadership will empower your team to consistently provide an exceptional level of customer care, always striving for a 'right first time' approach. You will collaborate with managers to enhance customer experiences and optimise service effectiveness.

Key Responsibilities:

• Lead the Customer Service Team (80 FTE), overseeing the Contact Centre, Resource Planning, Complaints, and Customer Insight departments.
• Assist customers throughout their journey, ensuring they receive an appropriate and exemplary level of service and support.
• Lead the development and training of operational teams to effectively assist customers through their journey and implement strategies and processes for service improvement.
• Enhance departmental performance by continually refining operational processes across all channels.
• Define relevant metrics and SLAs to maintain optimal performance in both customer service and overall customer experience.
• Ensure the team consistently delivers a high standard of customer experience, aligning all customer interactions with agreed-upon processes and quality standards.
• Stay updated on best practices and required standards of Customer Service.
• Lead the Customer Service team in customer projects and improvement initiatives, actively participating in relevant meetings, and identifying and coordinating suitable resources for the department.
• Conduct regular one-to-ones with direct reports, providing constructive feedback and collaborating on personal development..

Skills and Experience:

• Proven experience in customer service management, demonstrating exceptional leadership skills.
• Strong analytical abilities to interpret performance data and derive insights.
• Excellent communication and interpersonal skills to motivate, guide, and inspire your team.
• Adept at collaborating with various stakeholders to improve service delivery.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk