Our client is looking for an experienced Customer Service Manager to manage and develop and small but growing team of customer service advisors. Manage all procedures in relation to training and induction, coaching, performance management as well as timekeeping and absence and any disciplinary procedures as required.
Monitor and manage owned core business activities.
Using insight to make data-led decisions.
Horizon scanning to identify potential issues and opportunities to exceed standards.
Reacting to when performance is off plan and devising an approach to return to the expected standard.
A proactive approach to managing expectations for key stakeholders.
Apply a continuous improvement mindset whilst encouraging team members to think the same.
Demonstrate tangible self-driven change to improve ways of working - removing non-value add, improving efficiency and reducing cost.
Manage enforced change and adapt processes to remain compliant.
Comply with relevant legislation, regulatory requirements, corporate policy, and ethical standards.
Carry out the responsibilities of the position in accordance with the Company's policies and procedures and behave and interact with colleagues and customers in accordance with company standards.
Perform the duties associated with the position, as well as other duties reasonably requested by the company.
Ability to deliver exceptional customer service to internal and external customers.
Ability to effectively communicate with others.
Maintain a strong work ethic with the ability to work well within pressurised environments.
Able to take instruction and work as part of a team.
Drive to ensure Health & Safety is always maintained and quality legalities and standards are met.
Personal Attributes
Demonstrates the values and behaviours expected from the Company.
Contributes towards a professional, ambitious, high-performance culture.
