Customer Service Manager

Adore Recruitment; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading recruitment agency in the United Kingdom is seeking a Customer Service Manager to lead a team of Customer Service advisors. The role involves coaching, managing complaints, and driving improvements in customer experience. The ideal candidate will have strong leadership skills and a solid understanding of customer service processes. Benefits include company-paid medical treatment, 24 days of holiday plus birthday off, and a pension scheme.

Benefits

Company paid medical treatment

Employee Assistance Programme

24 days holiday plus birthday off

Tech Purchase Scheme

Pension

Holiday Buy Scheme

Life Assurance (4x Salary)

Christmas Savings Club

Discounted Cinema Tickets

Shopping Discounts

Length of Service Awards

Staff Referral Scheme

Discounted Travel Insurance

Reward and Recognition Scheme

Personal Development opportunities

Social Events

Qualifications

• Strong coaching and people development skills.
• Experience in managing customer complaints.
• Ability to drive improvements in customer experience.

Responsibilities

• Manage and lead a team of 10-15 Customer Service advisors.
• Drive improvements in customer experience using various channels.
• Provide motivational leadership while promoting a learning environment.

Skills

Coaching

Customer service process understanding

SLA and KPI familiarity

Complaint management

Education

IF1 preferred

Job description

Customer Service Manager

This award-winning company now have this great opportunity for a Customer Service Team Manager

You will be working a 37.5 hours per week on a shift pattern
Will require one Saturday and one Sunday per month

Are you:

• Strong in coaching and people development
• Have complete and thorough understanding of end to end customer service process
• Familiar with SLA`s and KPI`s
• Experienced in managing customer complaints

The role:

You will be responsible for managing and leading a team of 10-15 Customer Service advisors,
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.
You will need to be familiar with service level agreements and support the business in achieving these.

• To manage and develop a team, focusing on delivering the best customer care service.
• 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.
• To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.
• To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills.
• To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice.
• To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.

Experience:

• Working within a regulated environment – Preferred
• Complaint’s administration and management – Preferred
• Live Chat management – Preferred

Qualifications

• IF1 preferred

Benefits

• Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
• Employee Assistance Programme
• Holiday 24 days plus birthday off
• Tech Purchase Scheme
• Pension
• Holiday Buy Scheme
• Life Assurance (4x Salary)
• Christmas Savings Club
• Discounted Cinema Tickets
• Shopping Discounts for 1000s of High Street Retailers
• Length of Service Awards
• Staff Referral Scheme
• Discounted Travel Insurance
• Reward and Recognition Scheme
• Personal Development (inc. Courses and Qualifications)
• Social Events