Customer Services Team Manager

☞ CCR Recruitment & Selection

View: 108

Update day: 07-05-2024

Location: Shrewsbury West Midlands

Category: Consulting / Customer Service IT - Software

Industry: Information Technology Services Staffing Recruiting Financial Services

Position: Mid-Senior level

Job type: Full-time

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Job content

Customer Services Team Manager

£28,000 - £32,000 (Plus excellent bonus & benefits package)

This position is to manage a team in the provision of efficient service to our client’s customers and other customers in one or more of the operations core business functions. Delivering to our clients Operational Excellence Principles.
  • Ensure all work is cleared to zero every day and/or call centre/back office customer queues managed to agree standards & service levels. Allocate and manage team members across required work/customer queues switching between queues, as necessary.
  • Ensure effective and compliant daily management of work/customer queues and support CS to achieve collective work completion through resource sharing/load balancing so all teams achieve same day working continuously without resort to overtime.
  • Interrogate MI on use of call centre systems and compliance to work control standards and take immediate and firm corrective action where issues have occurred.
  • Inform CSM of all actual or emerging threats to production or prospect of clearing all work every day. Escalate issues that cannot be resolved within the same day and while failure is still avoidable.
  • Plan team capacity so that ample and suitably trained team members are always in place, allocated to deal with anticipated volumes or released to support CS collective work completion.
  • Manage team availability and utilisation effectively and fairly, anticipating and preventing resource constraints and underutilisation, or by promptly escalating to CSM with recommended solutions.
  • Plan training to ensure appropriate intra and inter team versatility.
  • Continuously improve customer outcomes and satisfaction and improve quality and productivity.
  • To demonstrate leadership imperatives and an awareness of commerciality, to help achieve company goals.
Person Specification
  • Strong interpersonal, motivational & communication skills.
  • Strong organisational & planning skills
  • Ability to influence and persuade.
  • Ability to represent a management perspective and to sell and own ideas.
  • Ability to deliver individually and through teams.
  • Proven ability to adapt to change and have a flexible attitude to work.
  • A high level of computer literacy and a high level of numeracy
  • Ability to develop and deliver improving customer service skills.
  • Team outlook - ability to collaborate and cooperate with peer team leaders.
  • Strong verbal communication style to deliver messages to individuals and team.
  • Working productively and making appropriate decisions in a busy environment
  • Ability to analyse issues, preparing problem statements, generating options, put forward solutions, backed by data.

Experience
  • Minimum 1-year experience of working in a regulated Financial Services company
  • Ideally 3 years’ experience in customer facing or business support environment as a customer representative.
  • Previous experience of leading a team to deliver results - ideally in a financial service situation.
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Deadline: 21-06-2024

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