We are currently seeking a dynamic experienced, enthusiastic and professional Customer Service Manager to work within an innovative and diverse global organisation who value, encourage and support their employees.  This is an exciting opportunity for a candidate who enjoys, inspiring, motivating and managing a team of agents to deliver a first class customer service. The successful candidate will be a strong and assertive, natural leader who is confident managing people, creates a supportive and collaborative team spirit and leads by example, encouraging others to deliver an outstanding service.  They will also be confident managing conflict and complex and escalated issues, ensuring that these are brought to a successful conclusion.


Duties 

- Monitor incoming calls for quality, accuracy and professionalism in order to reduce future queries and complaints
- Coordinate training of Customer Service Advisors ensuring staff feel supported and valued
- Produce and monitor weekly and monthly reports on the service provided by the team 
- Act as first point of contact and support to all escalated incidents, ensuring swift resolution 
- Lead complaint investigation, ensuring communication is maintained with customer throughout the process
- Identify potential departmental issues and develop effective solutions 
- Encourage good working relationships between departments 
- Identify requirements of the department and implement processes to achieve them 
- Provide cover for the department when needed 
- Ensure regular reviews are conducted in order to resolve issues and identify KPIs 
- Organise regular team meetings to ensure team is aware of collaborative targets 
- Plan and delegate workload to team 
- Promote and develop a strong customer service strategy 

Required Key Skills and Competencies

- Previous experience of managing, motivating and inspiring a customer service team is essential 
- Ability to excel in a fast-paced environment 
- Proven experience of successful conflict management, encourages collaborative spirit
- Excellent communication skills, both written and verbal 
- Ability to build and develop customer relationships 
- A leader and visionary who encourages, supports and mentors a team for success
- Highly organised with a structured, professional way of working 
- Exceptional time management, willingness to learn and assertiveness 

If you would like to hear more about this role and its responsibilities, please apply.