We are pleased to be working with a fantastic employer and well-known brand to recruit a Senior Customer Service Manager for their large contact centre based close to Castle Donington.  A business that operates on a global basis, the team here supports the UK customer base and ensures a fantastic service is provided in a highly competitive market. This role will be responsible for managing and developing a group of Team Managers and ensuring maximum performance.

Overview of role:

• Build and motivate a group of Team Managers in order to achieve excellent levels of service and drive improvements in customer retention.
• Maintain motivation optimising the balance of delivering excellent levels of service with high levels of productivity.
• Achieve the expected levels of service, quality and cost control in a changing technological environment, where customer contact methods and expectation levels are continually developing
• Identify opportunities to reduce the occurrence of service failure long-term.
• Complaints handling can be seen as the last opportunity to “get it right” and turn a potentially disaffected customer into an advocate
• Manage the customers experience by understanding their needs, gathering information and data, identifying root causes and taking action to meet and surpass their expectations.  
• Manage up to 10 Team Managers to ensure the overall department goals are achieved consistently.
• Handle escalated customer calls in a professional manner to re-instil the customer's faith in Company and avoid further escalation.
• Ensure all Customer Service staff are aware of all insurance information relating to high risk and high value orders, including offering an advisory service in line with Risk Management policies, procedures and policy cover
• Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy
• Ensure that an effective local Quality Management System is in place which supports the requirements of ISO9001: 2000, including where necessary the appointment and support of a Local Quality Representative
• Liaise on a regular basis with Telesales to ensure the sales lead process is working.
• Manage, understand and control costs within the group in order to enable the improvement of profitability and productivity and the identification of areas of strong or weak performance.
• Identify opportunities to enhance and improve business processes and/or support systems in the Retention area and communicate these to the relevant people at country or regional level responsible for dealing with them.
• Input, document and manage cross functional projects to deliver future improvements to the Service Offering  including reporting of project and initiative benefits
• Manage / balance the resource and  workload of a cross functional , multi channel section within the contact centre.
• Manage appropriate inbound calls to achieve and maintain agreed service level targets
• Ensure resource planning incorporates adequate numbers of trained and qualified staff who are available to meet workload.
• Recruit staff both internally and externally, according to agreed standards to ensure that  Team Manager levels and customer service quality remain at a superior level
• Ensure the provision of the necessary training and motivation to develop a team of employees capable of delivering exceptional service focusing, in particular, on their problem solving, up selling, customer experience and communication skills.
• Recruit, develop, lead, motivate, coach and support all direct reports to maximise performance and productivity as well as encourages service, excellence, quality and a ‘can do’ approach
• Conduct and follow-up annual appraisals to ensure that key development plans are put in place to benefit both the Company and the individual.

Candidate requirements:

• Able to manage and motivate a diverse team within a high pressure environment
• Strong understanding of Operations and Customer Service processes.
• Experience in managing and motivating large teams of people.
• Must have previously worked within a call centre environment.
• Strong understanding of call centre technology
• Customer service focused
• Excellent communication skills
• Good knowledge of local work legislation applicable to the call centre environment.
• Able to work with P&L and manage a cost budget
• Experience of working in a customer centric environment

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