Customer Service Manager

ENB; Stevenage; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading firm is seeking a Customer Services Manager in Stevenage to lead a team dedicated to providing exceptional client support. This role involves managing advisors, ensuring service quality, and developing key training programs. If you're passionate about improving service delivery and have a background in customer support, we want to hear from you.

Qualifications

• Experience in environments supporting vulnerable customers.
• Commitment to continuing professional development.
• Ability to monitor and maintain service delivery against targets.

Responsibilities

• Manage a team of 15 advisors ensuring continuous improvement.
• Develop and deliver operational plans aligned with strategic priorities.
• Prepare and present reports on advice quality metrics.

Skills

Communication

Leadership

Customer Service

Monitoring Service Delivery

Training and Development

Job description

Customer Services Manager

Stevenage

Up to £35,500 per annum

Full time, permanent

ENB are engaged with your client based in Stevenage who are looking for a Customer Service Manager to join their team.

The main purpose of this role is to ensure their clients are receiving the very best advice and support both verbally and written and ensuring that the team maintain the high levels of service throughout. A big part of this role is to ensure that your team are fully equipped with relevant information and training for ongoing development to continue operating with the trust of their customers day to day.

You will be directly responsible in managing 15 advisors and therefore previous leadership is required, coupled with a hands on customer service background to ensure that continuous delivery and improvement is carried out within the department at all times and monitoring the quality.

Day to day this person will be responsible for:

• Develop and deliver an operational plan to support delivery of the strategic priorities
• Regularly review any risks to which could leave the organisation exposed to relating to advice
• Working with the wider management team to ensure that good data protection practices are embedded in their day-to-day operations.
• Responsible for the delivery of training within the department including, sourcing, delivering, evaluating and maintaining training records.
• Take the lead on any recruitment needs
• Ensure the effective performance management and development of staff
• Maintain, develop and monitor effective and relevant performance indicators and management processes, with particular emphasis on the application of customer insight data and feedback on complaints.
• Monitor the quality of support given to clients to ensure that standards meet the organisations requirements.
• Prepare and present reports on advice quality metrics to senior leadership teams.
• Utilise data to identify trends, risks, and opportunities for areas of improvement.

Skills and experience we are looking for:

• Ideally, experience of working within an environment which offers advice or support to vulnerable customers - benefits, debt management, housing, health and social care issues, utilities.
• Commitment to continuing professional development.
• Experience of monitoring and maintaining service delivery against agreed targets.
• Ability to communicate effectively in person, in writing and over the telephone with individuals and with a wide variety of organisations and audiences.