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Customer Service Team Manager

Customer Service Team Manager

Description:



To lead and develop a customer focused team who support both customers and advisers phone calls and webchat.

Manage workflow and resources to ensure delivery of good customer outcomes and experience to achieve key performance indicators.

Embed best practices through control and continuous improvement.

Contribute to the shape of strategic initiatives to ensure a customer centric experience is achieved.


Main Responsibilities:



  • Promotes positive customer experience through relationship aligned to brand hallmark values.

  • Responsible for team performance against quality and service delivery standards.

  • Effective use of MI to inform workflow planning and decision making.

  • Manage processes effectively and compliantly.

    Responsible for process, procedure and people remaining compliant with the governance and controls framework.

  • Inspires individuals to achieve excellent performance through personal leadership and behaviours.

  • Develop culture of continuous improvement, focused on enhancing the end to end customer experience.

  • Recognises and rewards contribution of team, maintains culture and element of fun.

  • Engagement on business strategy and how it could impact team and customer outcomes, influencing product and proposition requirements in a way that strikes a balance of customer centricity, innovation and efficiency.


  • Facilitates change through personal commitment and ownership of initiatives.

  • Evolve resource and team model in line with changing business needs.

  • Provide regular updates and reporting on the state of play with early warning of problems.

  • Resolve complex issues using commercial and business awareness.

  • Maintains an appropriate level of functional and technical expertise.



Requirements:



  • Call centre management experience.

  • Customer centric mind set.

  • Experience of managing people and workflow to a set of standards and controls.

  • Professional and accountability, projects credibility.

  • Strong interpersonal, people and influencing skill.

  • Creative problem solver with strong planning and decision-making skill.

  • Accepts and tackles demanding goals with enthusiasm.



£23-£28k DOE