Solutions Manager: Lead Team, Solve Problems, Elevate CX

The Portfolio Group Inc.; Hinckley and Bosworth; Vor Ort; GBP 35.000 - 60.000; Vollzeit

Zusammenfassung

The Portfolio Group is seeking an experienced Solutions Manager to lead a busy client-facing team in Hinckley. This hands-on role focuses on day-to-day performance, ensuring client issues and complaints are handled promptly while maintaining a high standard of service.

You will collaborate with internal stakeholders, analyze root causes of complaints, and identify opportunities to enhance processes and the overall client experience.

Qualifikationen

• Previous management experience within a customer service, complaints, resolutions or similar environment.
• Strong track record of managing teams and delivering against KPIs and SLAs.
• Confident dealing with difficult or sensitive client conversations.
• Strong problem-solving skills and the ability to remain calm under pressure.

Aufgaben

• Managing, mentoring and supporting the Solutions team
• Overseeing client complaints and ensuring these are resolved within agreed SLAs
• Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required
• Carrying out regular reporting and root cause analysis to identify recurring issues
• Working with stakeholders across the business to improve client service and reduce complaints
• Introducing new processes and initiatives to improve the way the team operates
• Supporting with recruitment, onboarding and training of new team members

Kenntnisse

People management

KPI management

Root cause analysis

Stakeholder collaboration

Problem solving

Communication skills

Jobbeschreibung

The Portfolio Group is seeking an experienced Solutions Manager to lead a busy client-facing team in Hinckley. This hands-on role focuses on day-to-day performance, ensuring client issues and complaints are handled promptly while maintaining a high standard of service.

You will collaborate with internal stakeholders, analyze root causes of complaints, and identify opportunities to enhance processes and the overall client experience.