Think Specialist Recruitment are pleased to be working with an award winning organisation based within the Watford area. This growing company are looking for an experienced Customer Service Manager to join their dynamic team. This position would suit a forward thinking candidate with a wealth of experience as a Customer Service Manager, someone that has previous experience of managing at a senior level including Customer Service Supervisors, as well as a successful background in performance management and development. 

Salary – circa £35,000-£38,000 (negotiable) plus great company benefits

Some of the duties will include:

• Direct line management of all Customer Service Supervisors and overseeing circa 50 staff, providing managerial support and guidance
• Setting objectives for the team to ensure that departmental KPI’s and SLA’s are met
• Monitoring the phone and live chat system to be able to effectively performance manage, as well as incentivising and motivating the staff
• Reviewing the teams processes, making recommendations for change to the Head of Customer service where relevant
• Coaching, supporting and developing Supervisors and team members to enable them to achieve their full potential
• Responsible for the reporting of the department performance, using accurate data and analysis
• Regular 1-2-1’s and team meetings to ensure effective performance management  
• Leading weekly team meetings
• Leading interviews for new members of the team, being involved in the selection process
• Reviewing and making any amendments where necessary to the induction programme for new starters
• Identifying any training needs and creating content for any in-house training that may be required within the teams
• Ensuring compliance of the team in line with GDPR guidelines
• If needed, be willing to handle any escalated complaints
• Getting involved with any ad-hoc projects within the organisation

The suitable candidate:

• Previous experience of working at a similar level
• Strong leadership skills with the ability to motivate and inspire others
• Ability to work with and relationship build with people on all levels
• Passionate about customer service
• Strong managerial skills and a passion for developing people of all levels
• Desire to exceed expectations and driven to achieve the best results
• A calm approach to stressful situations
• Strong organisational skills and time management

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 temporary, permanent and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, sales admin/sales support, marketing and IT Helpdesk/IT support.

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