Customer Service Manager

☞ Search Consultancy

View: 102

Update day: 07-05-2024

Location: Glasgow Scotland

Category: Finance / Bank / Stock

Industry:

Job type: Fixed term

Salary: £35,000 a year

Loading ...

Job content

Are you an experienced Customer Service Manager or Operations Manager?

Are you customer focused, commercially aware and a problem solver?

Then this Customer Service Manager role is for you…

The company

Based in Glasgow, you will be joining a leading financial services company on a Fixed Term Contract of 12 months to cover maternal leave. The company have been in operation as a retail banking company for 25 years’ and pride themselves on the outstanding customer service they provide to their customers at every interaction.

The role

Customer Service Manager

The role of Customer Service Manager is to primarily lead the customer facing team leaders to engage colleagues to achieve great customer outcomes in every interaction. You will be responsible for supporting team leaders to resolve any queries and disputes that come into the business. Your remit will include overseeing 65 staff which is made up of team leaders and the colleagues that report directly into them.

Your duties and responsibilities will include, but not be limited to:

  • Lead Operational colleagues / managers to deliver great customer outcomes in every interaction we have with them
  • Supporting leaders with the resolution of customer queries and improving Colleague and Team Manager capability
  • Support a coaching culture, developing Team Manager and CSR capability through regular 121’s and coaching
  • Delivering effective & inspiring colleague communications both in individual and team sessions
  • Encourage & promote colleague events & behaviour to motivate, recognise and reward great colleague performance
  • Influence positive change across Customer Assist teams and have a robust understanding of business processes and strategy
  • Delivering day to day business metrics - Attendance, Service, Quality and positive outcomes across multiple teams
  • Use Operational tools and MI to demonstrate effective performance management across teams and individuals
  • Appropriate application of the companies policies and procedures e.g. HR / Risk
  • Complete business readiness activity for all change being delivered within my area
  • Review, understand and take action on customer demand to improve both customer and colleague experiences
  • Managing my Risk control framework, supporting my teams to maintain and evidence effective control of key business risks
  • Managing key fraud trends across the area, escalating pattern changes and ensuring colleagues fully understand the current threat landscape

In return, the Customer Service Manager will receive:

  • Base salary of up to £35,000 dependent on experience
  • Monday to Friday hours operational hours 8am - 6pm, hours worked within these times
  • Employer contribution Pension scheme match up to 7.5%
  • Discounts after 3 months of service
  • Over 6 weeks holiday allowance

About you

The successful Customer Service Manager will have:

  • The ability to manage and prioritise your workload
  • Excellent communication skills
  • Attention to detail
  • Methodical and computer literate
  • At least 3 years experience in a similar role
  • Experience of managing teams to provide customer focused outcomes

Should you have the relevant experience, and are keen to be considered for the role of Customer Service Manager, then please send your most recent CV showcasing your relevant experience now for immediate consideration.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age

Apply Now
Loading ...
Loading ...

Deadline: 21-06-2024

Click to apply for free candidate

Apply

Report job
Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...