Customer Service Manager
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| Job Type | Permanent / Full Time |
| Area | Hertfordshire, England |
| Sector | Call Centre & Customer Service - Manager |
| Salary | Competitive |
| Start Date | ASAP |
| Advertiser | Jill Worrell |
| Job Ref | 679947 |
| Job Views | 209 |
- Description
- Job Title: Customer Service Manager
Reports to: Head of Operations
Working Hours: 35 Monday to Friday
Salary & Benefits: £40,000 - £45,000, 21 days holiday + bank holidays, up to 10% annual bonus, 8% pension, laptop, mobile phone, Gym membership
Role Summary:
The Customer Service Manager is responsible for leading and managing a dynamic customer service team, ensuring effective collaboration, high performance, and exceptional service delivery. This role requires a strong focus on people management, fostering an engaging work environment that promotes continuous improvement, professional development, and employee well-being.
Acting as the key link between senior management and frontline staff, the Customer Service Manager ensures that team objectives align with organisational goals. Responsibilities include workload distribution, adherence to company policies, and creating a culture of accountability and growth. The role also involves handling escalations, performance management, and implementing process improvements to enhance operational efficiency.
The Customer Service Manager is accountable for achieving service level targets, optimising resources, and developing a motivated and engaged workforce. This requires proactive leadership, strategic decision-making, and a commitment to driving results while supporting employees in their professional journey.
Principal Accountabilities:
People Management & Development:
- Lead, motivate, and support a high-performing team, fostering a positive work environment.
- Conduct regular performance reviews, provide constructive feedback, and address any performance-related issues.
- Recognise and celebrate team and individual achievements, encouraging accountability and personal growth.
- Develop and implement training programmes to upskill employees and enhance service quality.
- Champion employee well-being, mental health awareness, and a culture of open communication.
- Actively address concerns, provide support, and implement initiatives to enhance engagement and retention.
- Foster a workplace where employees feel valued, supported, and empowered to contribute to business success.
- Set clear team objectives, ensuring alignment with company targets and service excellence.
- Monitor and manage team performance, ensuring adherence to quality and compliance standards.
- Drive continuous improvement through coaching, development plans, and regular performance evaluations.
- Serve as the primary escalation point for complex customer service issues, ensuring timely and effective resolution.
- Analyse trends in customer complaints and collaborate with relevant teams to improve service processes.
- Maintain strong relationships with stakeholders to enhance customer satisfaction and service delivery.
- Oversee daily operations, ensuring the team meets or exceeds Service Level Agreements (SLAs).
- Monitor key performance indicators, identify areas for improvement, and implement strategic solutions.
- Optimise workflows and proactively address operational challenges to enhance efficiency and service quality.
- Manage team workloads effectively, ensuring fair distribution and efficient resource utilisation.
- Identify opportunities for process enhancements and cost-effective operational improvements.
- Adapt resource planning to meet changing business needs and customer expectations.
- Support the Head of Operations in aligning team objectives with broader organisational strategies.
- Provide insights for data-driven decision-making and assist in implementing change initiatives.
- Lead the team through transitions and ensure smooth adoption of new processes and technologies.
- Strong leadership and people management skills with the ability to inspire and engage teams.
- Excellent communication and interpersonal skills to foster collaboration and a positive work culture.
- Proven experience in performance management, coaching, and professional development.
- Problem-solving and decision-making abilities to handle escalations and operational challenges.
- Ability to drive process improvements and implement strategic changes effectively.
- Strong analytical skills to monitor performance metrics and identify opportunities for growth.