Customer Service Manager

Job summary

The Customer Experience team at Barchester Healthcare have a great opportunity for a Customer Service Manager to join their team. The role involves managing the performance of their outsourced customer service contact centre team, as well as handling online reviews and social media customer contact. The successful candidate will be responsible for driving performance, ensuring high-quality customer service, and leading continuous improvement initiatives.

Main duties of the job

As a Customer Service Manager, you will be responsible for driving the performance of the outsourced customer service contact centre team, ensuring they deliver a high-quality service and meet KPIs and SLAs. You will also manage online reviews and social media customer contact, ensuring a consistent brand tone of voice and premium customer experience. The role involves leading a team, providing feedback and coaching, and identifying opportunities for process and cultural improvement.

Required skills and experience:

• Understand brand tone of voice and able to write in line with set minimum standards.
• Demonstrate an exceptional ability to handle customer complaints and difficult conversations effectively in a previous role.
• Have customer journey mapping experience particularly on contact centre's and complaints journeys.
• Have keen attention to detail.
• Ability to effectively prioritise workload.
• Self-motivated, target driven and a creative thinker.
• Confident in managing the performance of a larger team to deliver results and outstanding premium care.

Rewards package:

£36,000 per annum Generous car allowance of £6.5k Annual bonus 25 days holiday plus bank holidays Life cover Access to a wide range of retail and leisure discounts at big brands and supermarket Confidential and free access to counselling and legal services.