Customer Service Manager

Adore Recruitment; Romford; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Customer Service Manager in Romford. You will manage a team of advisors, promoting a culture of learning and delivering exceptional customer service. Ideal candidates have a background in team management and are familiar with service level agreements. The role includes comprehensive benefits such as a Health Cash Plan and 24 days of holiday plus birthday off.

Benefits

Company paid medical treatment

Employee Assistance Programme

Holiday 24 days plus birthday off

Pension

Discounted Cinema Tickets

Tech Purchase Scheme

Qualifications

• Experience managing customer service teams of 10-15 advisors.
• Familiarity with service level agreements.
• Experience in a regulated environment preferred.

Responsibilities

• Manage and lead a team of customer service advisors.
• Promote employee engagement and development.
• Drive improvements in customer experience.

Skills

Team management

Customer service excellence

Complaint resolution

Coaching and mentorship

Education

IF1 preferred

Job description

Overview

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

Responsibilities

• 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