Manager - Customer Service - Contact Centre

To strengthen our Leadership Team, we are looking for a Customer Service Manager to join us and add value to current value system of the organization.

Requirement -

- Graduate/Post Graduate

- Experience in Contact Centre

- Team and client handling experience

- Experience of working across large organisations in building and maintaining relationships

- Fully fluent in all technical aspects of contact centres and customer communication channels, CRMs, and up to date with technological advances in this field

- A strategic mind-set, with a well-honed eye for detail, comfortable with wrangling with data and customer metrics

- Proven experience leading and building Customer Support and Service teams within Regulated financial or public service organisations, implementing and managing Quality Assurance frameworks

- Strongly customer focussed and has experience in understanding the sub-prime market, and able to identify growth opportunities, providing teams with vision and direction

- Ability to identify trends and develop options to mitigate risks

Responsbilities -

- Leading and motivating the Customer Services Team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line where required

- Recruit, develop and retain the best available talent and provide coaching, training and constructive feedback on a regular basis to ensure the team maximises its contributions to the business

- Working across the business engaging teams and projects, to scope and define Contact Centre activity, establishing frameworks of Operational approach, prioritising demands from across the organisation based upon business need

- Plan, execute and communicate regular Contact Centre strategy and campaign performance, which meets the needs of the wider Group and is prioritised accordingly

- Informing improvements to the Customer Support offering and value proposition, ensuring the Customer Services Team is a fully functioning - Insight Engine-, feeding into overall BBB strategy and future products

- Proven experience leading and building Customer Support and Service teams within Regulated financial or public service organisations, implementing and managing Quality Assurance frameworks

- Strongly customer focussed and has experience in understanding the sub-prime market, and able to identify growth opportunities, providing teams with vision and direction

- Ability to identify trends and develop options to mitigate risks