Customer Services Manager

Placed: 25/11/17
Region: United Kingdom
Category: Jobs


Content of the advertisement:

My client a global group has an interesting and diverse role leading their Customer Services team. Focus of this role is to lead a great team, to ensure that every customer query / concern /issue receives a timely and high quality resolution.

Main tasks and responsibilities:
Leading a team of 5 direct reports and indirectly a team of 48
Management of the Customer Services team with overall responsibility for the enablement and engagement of each team member.
Overall responsibility for the case management performance of the Back Office Customer Services team of 48
Responsibility for the organisation, resourcing and individual performance of the Back Office Customer Services team (within the Business Plan), to maximise staff enablement and engagement.
Developing and deploying the Back Office Customer Services strategy
Responsibility for the achievement of the department KPIs, including setting the Customer Services annual objectives, and the Back Office team quarterly objectives.
Development of new Customer Services processes to manage high profile reputational risk concerns.
Overall responsibility for the evolution/creation of UK specific Front Office processes and all Back Office processes and systems to improve the customer experience.
Management of the UK roll out of the new Customer Services Systems
Management of supplier relationships

Skills Required:
Extensive team management experience
Proven ability to manage multiple projects
Good business operational knowledge
Ability to present to senior management and large teams

IT Skills:
Competent with Word, PowerPoint, Excel and Access

Benefits: Fixed Term Contract

Price / Salary: £50000 - £68000/annum Fixed Term Contract