Customer Services Manager

Competitive | London | Permanent
Posted 3 months ago

Customer Service Manager
West London
£ Competitive

InterQuest Solutions are working on behalf of their client, a start-up enterprise which is part of a renowned retail and telecommunications company supporting with the recruitment of a Customer Services Manager to be based in West London

The Role
You will be responsible for and lead the team and operational relationship that delivers an exceptional customer experience in all of our service contact channels. You will work with our vendor partners to drive service level performance, quality and customer metrics, delivering against targets set to deliver that best-in-class service that supports the brand, reflects its values and drives customer satisfaction to meet and exceed targets. In addition you will work with internal stakeholders to optimise and improve process, policies and training, and manage the Quality team to identify optimisation opportunity areas

Duties & Responsibilities
• Support the Senior Customer Service Manager in defining and delivering the Customer Service strategy across all contact channels, to drive an exceptional customer experience
• Owning relationship with customer service contact vendors and vendor management, driving quality upwards
• Working with leadership team and other operational stakeholders to share best practice and identify opportunities to drive continuous improvement to all customer journeys and cost to serve targets
• Providing input and sign off for contact centre forecasting, ensuring staffing is sufficient and costs are controlled and reduced
• Improving complaints management and minimising exposure to Ombudsman Services for Communications complaints, to control cost and avoid reputational damage
• Managing and developing a team to improve the quality of conversation had in all customer service contact channels and identify opportunities to improve our processes, polices and training
• Work with customer experience team to help to plan and implement the customer communications strategies and reduce overall contact propensity
• Responsible for regular reporting on performance metrics and improvement initiatives, and presentation of reports to stakeholders
• Work with line manager to manage the operation to budget targets and prove ROI of initiatives embedded

Skills & Experience
• Ideal candidates will be at least degree educated and will have previous experience in a similar role
• You will also be experienced in managing outsourced vendors and have a track record of setting contractual qualitative KPIs and building a high performing operation
• Candidates will have strong relationship management and interpersonal skills coupled with Customer Service Management experience
• Ideal candidates will have the ability to build comprehensive knowledge of internal business processes & procedures and preferably experience in team management including developing colleagues

For more information about this role, please contact:

Rachel Loughlin
0161 237 0063

See Rachel Loughlin's jobs
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