We have an exciting Customer Service Manager job opportunity working for a leading employer in the Watford area!  Reporting into the Head of Customer Service for the group, the Customer Service Manager is responsible for the day to day running of the Customer Services Department, ensuring the very best service and performance is provided to their customers.  A well-established and highly successful business, they are looking for candidates who have worked at Manager level or equivalent within a large customer service or contact centre environment.

Duties to include:

• Direct line management for 4-5 Customer Service Supervisors
• Coach, support and develop Supervisors and team members to achieve their best, exploring and utilising their natural strengths and talents
• Motivate and encourage the best service delivery and performance from the Supervisors and their teams
• Enhance the customer journey and experience by leading a customer centric culture
• Work closely with the Head of Customer Service, embracing and encouraging a culture of continual improvement, constantly striving to make things better
• Ensure all department KPIs and SLAs are met, through SMART objective setting and constant and reliable measurement
• Responsible for the reporting and understanding of the department performance, using accurate data and analysis
• Appraisal and performance management of team members, through regular 121s, huddles and team meetings
• Planning of resource and ensuring adequate cover on all shift patterns with team Supervisors, managing and forward planning for resource issues
• Incentivise, motivate and focus on performance achievement, by monitoring the use and behaviours of those using the phone and live chat system
• Monitor and analyse department productivity
• Continuous review of the teams’ processes, where recommendations for change are discussed with the Head of Customer Service
• On-going review and amendments to the induction programme for new starters to ensure all new starters have the best start to their journey
• Identify training needs, designing and co-ordinating, insightful and value in-house training to keep Customer Services informed and educated
• Deal directly with internal/external customers via phone and email when required
• Lead weekly team meetings
• Handle escalated complaints (internal and external customers)

Candidate requirements:

• Previous experience at management level within a large customer service or contact centre environment
• Must have led a team of Supervisors and taken responsibility for department performance
• Understanding of FCA regulations would be beneficial
• A role model, who leads by example, in both behaviour and work ethic
• Strong leadership skills, where you can motivate and inspire people in times of change and challenge
• Strong coaching talents and desire to develop others
• Driven to make things better and to continuously improve
• A measured and calm approach to stressful and pressured situations
• Ability to make decisions under pressure and efficiently deal with escalated and complex customer issues and complaints

Looking for the next step in your career?  Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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