Customer Contact Manager

Customer Contact Supervisor / Manager

Salary: Negotiable c£30.000 per annum + DOE

Based in Chessington

Full time office based

We are currently recruiting a Customer Contact Supervisor, on behalf of our client, a highly successful and well- established organisation based in Chessington. Reporting to the Operations Manager, you will work within a team ensuring all customer requests, queries and complaints, received by telephone and mail, are dealt with accurately and in full.

Person Specification:

• You will need a good knowledge of Operations, Products and Advertising. You will also need a general understanding of how the organization works.
• You will need to be able to cope with difficult customers, and able to be supportive of your staff when they are under stress.
• Proficiency on MS Office and database systems is a necessity, as you will be expected to produce a variety of reports.
• You will need to develop strong communication links between your team and the rest of the company.

Key Responsibilities:

• Assist the manager in achieving the productivity target.
• Monitor and strive to improve the team performance (calls answered, productivity, "offline" work).
• Monitor turn rounds for dealing with customer letters, phone calls and emails and respond to any problems that may result in the turn rounds not being achieved.
• Ensure that that the Automatic Call Distributor system is monitored continually and respond immediately to any problems that may result in targets not being achieved.
• Plan staff cover and ensure that all phone lines are covered constantly
• Discuss the need for overtime and temporary staff with your Manager.
• Implement the training schedules set for new and current staff.
• Keep timing and error reports, which will be used for appraisals and staff discipline.
• Liaise with any outsourcing partner to ensure that the expected performance is being achieved and that all invoices are correct. In addition, you will ensure that all relevant information regarding products and advertisements are forwarded to the supplier in a timely manner.
• Record Customer Service complaints and compile required analysis reports for complaints and queries.
• Liaise with Product Managers and make sure that you are familiar with new products before they are advertised.
• Draft standard letters that will be used by the section and maintain letters held on the computer.
• Liaise with the other supervisors and Managers in Operations at regular intervals to ensure that you are up to date with all procedures.
• Deal with escalated calls from difficult customers calmly and professionally.
• Maintain and prepare the department’s reports.
• To inform and meet with, when necessary, the Customer Contact section to ensure consistency and quality of work, to advise on new products and to discuss any problems that may arise and to be fully aware of any potential problems within the section.
• Assist your Manager in implementing new systems and procedures.
• Deal with the day-to-day staff issues and work in accordance with Health and Safety regulations, company policy and procedures.
• Lead by example in always striving to provide a First Class customer service