Safe & Connected/Out of Hours Customer Service Manager (MM2)

Ben Recruitment Ltd; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Safe & Connected/Out of Hours Customer Service Manager to oversee a dedicated team. This role focuses on delivering exceptional out-of-hours service, managing complex customer issues, and implementing strategies to improve service quality. Candidates should have proven management experience, strong leadership skills, and the ability to work in high-pressure situations. This is a full-time position based in Enfield, London.

Qualifications

• Proven experience in a customer service management role, particularly within an out-of-hours or crisis management setting.
• Strong leadership skills with a demonstrable ability to motivate and guide a team effectively.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Ability to remain calm under pressure and make quick, informed decisions in high-stress situations.
• Proficient in using customer service management software and technology.
• Solid analytical skills with experience in interpreting data and making actionable recommendations.
• Flexibility to work outside of standard hours, including evenings, weekends, and holidays as needed.

Responsibilities

• Oversee the Out of Hours Customer Service team for timely responses to inquiries.
• Develop and implement training programs for team skills and standards.
• Monitor and evaluate team performance, providing feedback and coaching.
• Act as the primary point of escalation for complex customer issues.
• Collaborate with departments to identify service process improvements.
• Analyze customer feedback and service metrics for improvements.
• Prepare reports on team performance and customer satisfaction.

Job description

Safe & Connected/Out of Hours Customer Service Manager (MM2)

We are seeking a dedicated and experienced individual for the position of Safe & Connected/Out of Hours Customer Service Manager (MM2). This role is critical in ensuring that our customers receive exceptional support and service during out-of-hours operations. As a manager, you will lead a team of customer service professionals, overseeing the delivery of a safe and connected experience for our clients. You will be responsible for developing and implementing strategic initiatives that enhance service quality, drive customer satisfaction, and ensure that our service levels meet or exceed company standards. Additionally, you will be the first point of escalation for complex customer issues, making rapid, informed decisions to resolve problems quickly, ensuring client trust and loyalty. You must effectively collaborate with other team leaders and departments to streamline processes and improve operational efficiency. This position requires excellent leadership skills, a strong commitment to service excellence, and the ability to thrive in a fast-paced environment. If you are passionate about customer service and have a strong desire to make a positive impact, we encourage you to apply and join our innovative team, where your contributions will shape the customer service experience of our clientele.

Responsibilities

• Oversee the Out of Hours Customer Service team to ensure timely and professional responses to all customer inquiries.
• Develop and implement training programs to enhance team skills and service delivery standards.
• Monitor and evaluate team performance, providing regular feedback and coaching to improve service quality.
• Act as the primary point of escalation for complex customer issues, ensuring efficient resolution and customer satisfaction.
• Collaborate with other departments to identify opportunities for improving service processes and enhancing customer experiences.
• Analyze customer feedback and service metrics to identify trends and areas for improvement.
• Prepare and present regular reports on team performance, customer satisfaction, and service metrics to senior management.

Requirements

• Proven experience in a customer service management role, particularly within an out-of-hours or crisis management setting.
• Strong leadership skills with a demonstrable ability to motivate and guide a team effectively.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Ability to remain calm under pressure and make quick, informed decisions in high-stress situations.
• Proficient in using customer service management software and technology, with a strong understanding of relevant metrics and KPIs.
• Solid analytical skills with experience in interpreting data and making actionable recommendations.
• Flexibility to work outside of standard hours, including evenings, weekends, and holidays as needed.

Hours Per Week: 35.00
Start Time: 09:00
End Time: 17:00
Pay Per Pay: £213.17
Location: Enfield, London

Should you wish to apply for this job opportunity, please send an up to date CV.

Disclaimer: This job opportunity is for job applicant(s) who reside, in the UK