I am currently looking for a Customer Services Manager to join a team based in the heart of Somerset.
As the Customer Services Manager, you will join the busy Customer Services Team and your primary responsibility will be to ensure best practice in day to day process and people management. You will be responsible for the management of agents within customer service, and will be required to assist colleagues to ensure they achieve productivity and performance targets across all service levels and the operation.
Main responsibilities as Customer Services Manager:
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Manage day to day line activities, prioritise and make risk/impact assessments
- Help maximise gross profit through effective and proactive resource and process management, and through effective cost control
- Manage business processes, such as time and attendance, to ensure accurate flow of information internally and externally
- Use the company methodology, team input and own initiative to ensure attendance and retention targets are achieved and in line with industry standards for excellence
- Keep abreast of developments in the contact centre industry and the client industry sector with a view to assimilating new ideas and keeping abreast of best-practice methodology
- Monitor and maintain a high level of customer satisfaction as required
- Manage operational activity with a view to proactive operational risk assessment
- Supervise all team quality monitoring so that all agreed quality targets are met and exceeded
The Customer Services Manager will have:
- Previous experience in a similar role with industry, organisation and job knowledge
- Up to date knowledge on current compliance and regulations
- Excellent coaching, communication negotiation and leadership skills
- Strong planning and organisation skills
- Integrity, respect, honesty and responsibility
If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click APPLY now to become the next Customer Services Manager
Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.