JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.
Main duties for the Customer Services Manager:
Lead, coach and develop a team
To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans
Sets and reviews progress against objectives
To develop, implement, maintain and monitor service level standard
To develop and maintain quality controls
To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement
Ensure procedures are up-to-date and fit for purpose
Review and manage escalated calls and quality reviews
To work within agreed process and payment authority levels
Provide monthly management information reports to Senior management
Monitor and manage the Customer Service Risk Register
Person Specification for the Customer Services Manager:
Significant people leadership experience
Successfully managing, developing and motivating a team
Conducting appraisals and creating development plans
Good organisation skills and ability to prioritise to meet business and project deadlines
Good communication and interpersonal skills at all levels
Strong written and oral communication skills
This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above
