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Customer Services Manager
Hitchin
Up to £35k per annum
Full time, permanent
My client is keen to talk to individuals with a background within a Customer Services or Operations Management, preferably experienced of working with vulnerable customers.
The purpose of this role is to ensure their clients are receiving top quality advice and support and than the teams are giving the best support and accurate guidance with all information provided. A big part of this role is to ensure the support teams are fully equipped with necessary information changes, the quality of their customer service team is at top level and they can continue to operate with the trust of their customers day to day.
This person will support and directly manage up to 15 advisors and therefore will require strong leadership capabilities, coupled with a hands on customer service background to ensure that continuous delivery and improvement is carried out within the department at all times.
Day to day this person will be responsible for:
- Develop and deliver an operational plan to support delivery of the strategic priorities
- Regularly review any risks to which could leave the organisation exposed to relating to advice
- Working with the wider management team to ensure that good data protection practices are embedded in their day-to-day operations.
- Responsible for the delivery of training within the department including, sourcing, delivering, evaluating and maintaining training records.
- Take the lead on any recruitment needs
- Ensure the effective performance management and development of staff
- Maintain, develop and monitor effective and relevant performance indicators and management processes, with particular emphasis on the application of customer insight data and feedback on complaints.
- Monitor the quality of support given to clients to ensure that standards meet the organisations requirements.
- Prepare and present reports on advice quality metrics to senior leadership teams.
- Utilise data to identify trends, risks, and opportunities for areas of improvement.
Skills and experience we are looking for:
- Ideally, experience of working within an environment which offers advice or support to vulnerable customers - benefits, debt management, housing, health and social care issues, utilities.
- Commitment to continuing professional development.
- Experience of monitoring and maintaining service delivery against agreed targets.
- Ability to communicate effectively in person, in writing and over the telephone with individuals and with a wide variety of organisations and audiences.
