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Customer Service Manager

Posted By: EMPLOYMENT SPECIALISTS LTD
Address:
Contact: 01473 344950
Date Posted: 18th Nov 2008
Salary: £35k - £40k plus bonus
Location: Ipswich
Reference Code:
Views Since Posting: 94
Full Description:

The Customer Service Manager position is a highly autonomous role within a fast moving sales contact centre environment, responsible for managing team sales performance, maintaining efficient processes and delivering exceptional service.

The role

To lead and coach a team of Team Leaders and Customer Service Representatives in delivering world class sales and service to Personal Insurance customers (via Corporate Partners) contributing to profitability through the effective management of resources, sales and service processes and performance procedures.

Key Accountabilities

• Day to day operational management of Corporate Partners, Customer Service Team Leaders and Customer Service Representatives.
• Accountable for driving productivity KPI’s through effective team and individual performance management.

• Ultimate responsibility to manage cases around employee conduct and capability and authority to dismiss in appropriate cases.

• Carry out rigorous Performance Management for direct reports during the year. Act as mentor and coach to Customer Service Team Leaders.

• Manage day to day operational performance within FSA guidelines, including risk, audit and quality requirements to deliver a high and consistent quality of customer engagement supporting your customers through an effective branded service delivery.

• Provide high standards of sales and service delivery to your customers by ensuring agreed sales and service processes are managed effectively.

• Maximise agreed Sales and Revenue targets by active management of daily, weekly, monthly outputs ensuring performance is reviewed, success is celebrated and non-performance is action planned.

• To be accountable for ensuring agreed resource is managed and in the right place at the right time interacting with our Capacity Planning team in order to achieve agreed Service Levels.

• Ensure written/telephone complaints procedure is followed in accordance with best practice guidelines and that service standards are met by effective management of escalated complaints in business area.

• Effectively communicate change and processes to team and have a structured approach for communication in one to ones and team meetings.

Skills, knowledge and behaviour

Skills

• Ability to lead, motivate, enthuse and inspire others to excellence
• Excellent written and verbal communication and interpersonal skills
• Ability to communicate confidently at all levels
• Strong influencing skills
• Highly motivated and self-driven
• Excellent leadership and management skills
• Ability to deal with difficult people
• Excellent Presentation skills
• Effective planning and prioritisation of work
• Experience of dealing effectively with a variety of performance management issues
• Numerate with strong analytical skills

Experience

• Accountability for operational teams in a call centre environment
• Experience of using call centre technologies to maximise performance is critical
• Proven track record in managing people and processes providing advice and guidance to first line supervisors
• Experience of insurance / financial services
• Knowledge of legislative/regulatory requirements affecting the financial services industry is desirable