We are looking for an interim Customer Service Manager to provide day to day management of the team and embed and monitor customer service standards focussing the team to deliver and effective service that drives growth through retention and growth activities.

This is working for a professional and established organisation in Hertford until September 2018. 

Key responsibilities will include:

• People & Team Management
  • Provide direction, coaching and support to ensure the team are equipped to deliver objectives as required
  • Develop and maintain a motivated team to achieve retention, conversion, sales and product up-selling targets
  • Identify opportunities and support change which deliveries team and business efficiencies
  • Manage regional coverage of networks to deliver effective engagement activity across the UK
  • Undertake performance management duties
• Relationship Management
  • Establish, develop and maintain high level engagement with external partners to support delivery for services for associate groups/centres/individuals
  • Assist in the development of and deliver plans, objectives and KPI’s
  • Be the principal point of contact for complaints and disputes escalation
  • Resolution and arbitration for issues
  • Work alongside the Marketing and Communications team to establish marketing plans for sales, retention and other related product campaigns
• Business Reporting, Forecasting & Regulatory compliance
  • Adhere to required performance reporting requirement
  • Reporting of team activity and sector intelligence
  • Regulatory compliance

Person Specification

• Extensive previous knowledge and experience of managing and motivating a team
• Understanding of customer retention and up-selling  
• Planning and business process management
• Data analysis and report writing
• IT/Systems Literacy
• Required Competences:
  • Team leadership
  • Commercial acumen
  • Influencing
  • Relationship building
  • Customer service and sales