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Our client, a highly successful organisation home to some of the UK's leading brands, is looking for an experienced Contract Centre Manager to manage a team of up to 20 Customer Service Executives, a team leader and supervisor.
The successful candidate will have excellent B2C Customer Service management experience, experience leading and driving a team forward.
The individual will strive for customer service excellence through defining, driving and managing the Key Customer Service KPI's to achieve complete customer satisfaction.
Salary is up to £50k plus 10% bonus and fantastic benefits. Hybrid role - 3 days in, 2 from home.
Duties
- Responsible for the daily functions of the customer service team, improving customer service procedures, policies and standards for the department and organisation
- Managing, leading and motivating a team of customer service staff, training staff to deliver a high standard of customer services
- Understand all interlinked processes within Customer Services, Supply Chain, Transport, Warehouse, Data Management, Sales & Marketing and Finance
- Managing customer set up, vendor compliance master data, account maintenance, telephone calls, sales orders and queries
- Effectively handle complaints and highlighted customer service issues and escalate it to the right stakeholders following through to resolution
- Conducting root cause analysis and provide on-going recommendations and solutions
- Co-ordinate and manage B2C customer service projects and initiatives
- Meeting with other managers to discuss improvements to customer service experience and process, taking on the responsibility for the implementation of the agreed improvements
- Driving team incentive to improve efficiency and maintain engagement
- Responsible for maintaining appropriate staffing levels to ensure daily and weekly targets are achieved
- Monitoring and evaluating the performance of the Customer Services Department against KPI's. Increase the effectiveness and efficiency of the department by driving continual process improvements to achieve business goals and maximise customer service deliverables
- Involvement in staff recruitment and completing staff appraisals
- Responsible for managing the outsourced contact centre arrangements
Skills/Experience
- 5 + years line management experience in a B2C customer service role, preferably call/contact centre.
- Excellent data entry, analytical and active listening skills
- Excellent organisational skills, be able to multi-task, prioritise, manage time effectively, problem analysis and problem-solve, decision-making, with attention to detail and accuracy and goal orientated focus
- Outstanding written and verbal communication skills
- Excellent management and supervisory skills
- Excellent knowledge of customer service principles and practices
- Knowledge of SAP & CRM systems
- Microsoft Office including Word, Excel (advanced level), Outlook, PowerPoint and Project knowledge
- Ability to work within a fast paced environment
Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.
As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
