Senior Customer Service & IT Delivery Leader

Places for People; Warrington, Milton Keynes; Presencial; GBP 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

27 days' holiday

Bank holidays

Healthcare cashback plan

Remote GP services

Sponsorship for study and professional

Descripción de la vacante

Places for People in the UK is seeking a Customer Service Manager to provide operational leadership across customer contact, IT support and complaints, ensuring clear ownership and effective handovers throughout the journey. You'll lead managers and teams to deliver a consistently high-quality service.

Using data, feedback and service trends, you'll identify opportunities to strengthen journeys, improve recovery and reduce avoidable demand, while coordinating with property management, digital,

Formación

• Significant experience leading high-volume, multi-channel customer service operations across multiple functions.
• Proven ability to lead through managers and develop engaged, high-performing teams.
• Strong track record of meeting service, quality, customer satisfaction and productivity targets.
• Excellent leadership, communication and stakeholder-management skills.
• Analytical skills using data to drive improvements and governance.

Responsabilidades

• Lead customer service operations across 24/7 CS centre, IT service desk and complaints.
• Drive performance against SLAs, quality, satisfaction and first-time resolution.
• Plan resources, rotas and out-of-hours coverage to meet demand.
• Coach and develop managers and team leaders to sustain a high-performing culture.
• Oversee complex complaints, IT incidents and significant events.
• Use data and feedback to improve journeys and reduce avoidable demand.
• Lead improvements in systems, digital channels, automation and self-service.

Conocimientos

High-volume ops

Multi-channel

Leadership & coaching

Stakeholder management

Data-driven decisions

CRM experience

Service recovery

Herramientas

Salesforce Service Cloud

Descripción del empleo

Places for People in the UK is seeking a Customer Service Manager to provide operational leadership across customer contact, IT support and complaints, ensuring clear ownership and effective handovers throughout the journey. You'll lead managers and teams to deliver a consistently high-quality service.

Using data, feedback and service trends, you'll identify opportunities to strengthen journeys, improve recovery and reduce avoidable demand, while coordinating with property management, digital,