Customer Service Manager
*Location: Solihull
*Job Type: Full-time, on site
*Salary: £45,000 - £50,000 per annum
As a Customer Service Manager, you will be at the helm of our call centre operations, ensuring the delivery of exceptional service standards. This role involves managing a large team and working closely with other departmental managers to enhance overall performance and customer satisfaction.
Day-to-day of the role:
*Lead and manage the daily operations of a team comprising 5 Team Managers and 70 Customer Service Representatives.
*Conduct regular one-on-one meetings with Team Managers to provide coaching, training, and development.
*Oversee and monitor departmental KPIs, focusing on call handling and service targets.
*Serve as the primary escalation point for complex customer service issues.
*Identify and implement process improvements to enhance efficiency and customer satisfaction.
*Collaborate with the Operations Manager to develop customer service policies that adapt to changing market conditions.
*Work alongside the Quality and Audit Manager to analyse performance data and implement necessary improvements.
*Inspire and motivate team managers and their teams to achieve high standards consistently.
*Promote a positive culture of teamwork, accountability, and succession planning within the team.
Required Skills & Qualifications:
*Proven experience in managing a high-volume, inbound call centre.
*Strong leadership skills with experience in managing managers.
*In-depth understanding of customer service principles and best practices.
*Competence in handling ER and HR matters at all levels.
*Effective stakeholder management skills, both internally and externally.
*Commercial awareness with the ability to align customer experience with business objectives.
*Excellent communication skills with a strong leadership presence.
*Proficient problem-solving skills with a proactive approach.
*Flexibility and adaptability, capable of leading through change.
*Proficiency in MS Office and experience with CRM systems.
Benefits:
*Competitive salary based on experience.
*Opportunities for professional development and career advancement.
*Supportive and dynamic work environment.
To apply for the Customer Service Manager position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.