Customer Service Manager

Search Consultancy LTD; City of Edinburgh; Hybrid; GBP 37,000; Full time

Job summary

A recruitment consultancy is seeking a Customer Experience Manager to oversee the day-to-day operations of a customer service team in Edinburgh. The role involves leading and developing a team focused on high-quality service delivery and meeting KPIs and SLAs. Essential qualifications include experience in managing customer service teams, analytical skills, and a solution-focused approach. This position is hybrid, reflecting a flexibility in work location.

Qualifications

• Experience managing a team in a customer service environment.
• Ability to produce MI to enhance performance through KPIs.
• Ability to prioritize tasks and solve problems independently.
• Team player with a solution-focused approach.

Responsibilities

• Manage day-to-day operations of a customer service team.
• Lead and develop the team with a values-driven approach.
• Recruit and manage team leaders.
• Track KPIs and SLAs, taking corrective actions as needed.

Skills

Team management

Problem-solving

Performance monitoring

Data analysis

KPI management

Job description

Customer Experience Manager

Monday to Friday - 8.30 -5pm (hybrid optional)

Salary - £37K

Manage day-to-day operations of a customer service team, ensuring high-quality service delivery and achievement of KPIs and SLAs. Lead and develop the team with a values-driven approach.

Key Responsibilities

• Recruitment & Resourcing
• Operational Management
• Manage phone lines and email inboxes to meet SLAs.
• Identify and implement process improvements.
• Performance Monitoring
• Track KPIs and SLAs, take corrective actions as needed.
• Team Leadership
• Set clear targets and objectives.
• Line manage team leaders, support development and training.

Essential Requirements

• Experience managing a team in a customer service environment.
• Ability to produce MI to enhance performance through KPI's
• Ability to prioritize tasks and solve problems independently.
• Team player with a solution-focused approach.

Desirable

• Experience working with vulnerable customers.
• Ability to analyse data and identify trends.
• Experience managing change in a fast-paced environment.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.