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Customer Service Operations Manager

As part of our ongoing growth, our client has the position of a Customer Service Operations Manager available to join their team reporting directly to our Head of Customer.

  • Location: Rotherham
  • Salary: £30,000 - £35,000 per annum
  • Contract Type: Permanent
  • Closing: 12 October 2020
  • Ref: 905883

THE ROLE

  • Customer Service Operations Manager
  • £30,000 - £35,000
  • 33 Days Holiday rising by 5 extra days through length of service, Pension, Perkbox, Free Parking, Bonus Scheme

RESPONSIBILITIES

  • Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of the contact centre team.
  • Working with HR/Recruitment to drive the recruitment & selection of Team Leader and Advisors.
  • Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions to ensure the skills and knowledge are developed effectively.
  • Maintain open and honest channels of communication at all levels across the business to facilitate the sharing of information and actions on route cause analysis.
  • Work with the analytical team to ensure the most effective resource plans are developed and achieved
  • Oversee all complaints into the business ensuring that these are handled efficiently inline with business and Ombudsman KPI’s
  • Liaison with regulatory bodies/ADR providers to ensure compliant standards are met
  • Work with internal stakeholders to use data to drive decisions and constantly review plans and performance to drive a culture of continual improvement
  • Support the implementation of change programmes into the business always assessing team and customer impacts
  • Continually track and analyse key indicators of customer satisfaction to improve services throughout the customer lifecycle
  • Record and feedback on any issues which are impacting on the quality of service that we deliver to our customers, ensuring that a proactive approach is taken to bring solutions
  • Review processes and ways of working on a regular basis to make sure we are responding to customer behaviour and feedback to constantly deliver the best ways of working
  • Drive a culture of performance management, employee retention and engagement to bring high standards and reward through our Performance Related Pay programme
  • Work with the Retentions Manager to identify at-risk customers to put proactive actions in place to prevent churn

CANDIDATE EXPECTATIONS

  • Proven contact centre operations management experience
  • Able to develop and nurture teams to deliver performance improvements and engagement
  • Professional and articulate communication skills
  • Strong aptitude for numbers and data-driven decision making
  • A resilient and confident individual who can deliver best in class customer experience
  • Proven ability to work on multiple tasks under pressure and to tight deadlines, without compromising quality of output
  • Understanding of how customer support centre operations provide business value
  • Experienced in leading large operational teams and motivating them to deliver excellent results

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

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