Customer Service Manager

  • Location:

    Brighton, East Sussex

  • Sector:

    Call & Contact Centre

  • Job type:

    Full Time

  • Salary:

    Many Additional Benefits

  • Contact:

    Tina Goss

  • Contact email:

    tina.goss@search.co.uk

  • Job ref:

    Req/529867

  • Published:

    3 months ago

  • Expiry date:

    2019-08-10

  • Startdate:

    09/07/2019 15:38:34

Customer Service Manager Brighton Salary From £ 33,000 PA plus benefits
Hour Mon - Fri 09.00 - 17.30

We're looking for a strong people manager to inspire and motivate a customer support team and the daily operations of the contact centre.
You will be managing a small customer contact centre ensuring all staff are motivated and deliver the best customer service and effective front-line customer support across a complex and broad range of subjects.

Our client is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. An excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce

You will:

* Lead, develop and motivate your team to ensure calls and correspondence are answered within agreed time scales and in an appropriate manner
* Support the Head of Department and liaise across the business to keep Customer Support in line with TPR's strategic direction and regulatory priorities
* Manage the effective 1st line risk assessment along with the identification and escalation of medium and high risks
* Create a learning culture in the team and promote the benefits of ongoing learning
* Develop and lead 'voice of the customer' initiatives with the aim of improving service

Essential:

* Proven experience of leading, developing and motivating contact centre teams in a reactive environment
* Knowledge of customer service call handling techniques gained through extensive contact centre experience in a leadership role
* You'll be passionate about, and experienced in improving customer and employee satisfaction
* In-depth and current knowledge of contact centre (or customer service) technology trends, applications, software, databases and CRM tools
* Ability to tailor communication to differing personalities and communication styles. Proven ability to influence individuals, teams and stakeholders in order to drive performance

Desirable:
* Experience of forecasting, planning and resourcing a team in line with contact volumes

Personal specification

* Proactive and flexible
* Ability to prioritise and use initiative
* Problem solving and analytical skills
* Able to inspire staff and efficiently handle any problems
* Excellent customer service


Benefits

* Civil Service Pension, recognised as some of the best in the pensions
* Discretionary bonus arrangements
* Access to performance related pay progression
* 25 days annual leave provision
* Flexible working arrangements
* Development opportunities
* enhanced parental leave arrangements
* A free employee assistance programme
* An excellent central office location in Brighton

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.