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JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. Â 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:
- Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
- 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
- Provide statistical reporting to HMRC
- Monitor and manage the Customer Service Risk Register
Person Specification for the Customer Services Manager:
- 2 years’ customer service management experience, ideally within a financial services environment
- Achieved or willing to undertake a Level 3 Award in Financial Administration
- 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
- Previous experience in a financial background would be advantageous, but not essential
The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:
- Yearly bonus – 14% of salary
- 25 days’ holiday
- 9 day fortnight, every other Friday off work
- Season ticket loan
- Childcare voucher scheme
- Contributory pension and life insurance
