Customer service manager (Operations)
A fantastic opportunity has arisen for an experienced Customer Service Manager to join the UK's largest water company. We are seeking a talent individual to join the Operations Customer Service team here in Reading, Berkshire. You will be responsible for interpreting business needs, defining operating procedures and practices, driving change and most importantly you must have an impressive record of people development and engagement.
If you're able to manage multiple activities at the same time, provide exceptional customer service and inspire you teams then we want to hear from you.
The Customer Service Manager will be required to:
Set individual targets that meet the overall operational goals and maximise performance
Ensure that people are deployed effectively
Provide governance of the skills framework through ensuring fair assessments and the addressing of gaps and needs
Support, motivate and coach Team Leaders / Trainers to perform to their full potential
Provide constructive feedback based on operational insight and experience
Adapt style to influence, negotiate and achieve optimal service levels and achievement of business goals
Engender empowerment, efficiency, engagement and excellence
Act as an accessible and responsive escalation point for customer / business issues resolution, adopting fair and consistent application of policy and guidelines
Respond to information and results and take appropriate action
Monitor process performance and take on opportunities for improvement
Provide constant monitoring and management of quality standards and consistency, utilising all available data sources to provide balanced and effective reporting and informed actions
What skills are we looking for?
A background of inbound contact centres and service recovery where you have been responsible for 6 team managers and upwards of 40 agents working under these team managers is essential. Having worked in an revenue contact centre you will understand, recognise and be able to manage through operational spikes that cannot always be forecasted. You will have been responsible for a case management process and will help us embed and lead this approach. We need you to come in and help us improve our service. Previous experience of continuous development is essential and we want to hear how the results have improved things for the end customer. As a 6 day a week, 0800-2000 hours operation we ask that you are flexible in your approach and working hours. Whilst we do not expect you to work all of these hours, you will need to adapt and often rearrange plans around our operational requirements. As well as the above we
need you to have a customer first approach to daily tasks, problems and projects in order to ensuring that we keep customers at the heart of everything.
Company information & Salary
This role is based at our offices in Reading, Berkshire. We are offering a salary of £34,000 to £38,000 depending on skills and experience. In addition we have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.
The closing date for applications is Tuesday 6th December 2016.