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Customer Service Manager - Share Services, Call Centre

Job Title: Customer Service Manager - Share Services, Call Centre
Contract Type: Contract
Location: Burntwood, Staffordshire
Industry:
Salary: £45000 - £52000 per annum + Bonus + Benefits
Start Date: ASAP
Reference: Q101248
Contact Name: Quest Search and Selection
Contact Email: samantha.silva@questsearch.co.uk
Job Published: August 12, 2016 13:14

Job Description

This award winning Food, Non Food & Service retailer in the UK, with over 300 trading outlets & 5,000 colleagues is looking for a Customer Service Manager to support their Shared Service Centre.

Your ultimate role is to deliver a world class standard of service and will encompass all external and internal customer communications.

You responsibilities include:

  • Making sure through your team of 20 - 25 people that all service request issues are logged, prioritised, resolved or escalated in accordance with agreed SLAs.
  • Leading through your team leaders.
  • Incorporating all telephone, online, social media and postal requests for the business.
  • Being accountable for budgets and resources.
  • Internal communication for any new internal plans and communicating these events as a corporate champion!
  • Act as an escalation point for resolving the most complex customer complaints or enquiries.
  • Being proactive where performance falls below agreed standards
  • Efficient 1st line IS services & issues


To be successful in the position you must have -

  • Experience of managing a customer service team in a share service environment ideally & use of use of call centre technology
  • Experience in working to/managing service level agreements
  • Has dealt with monitoring performance levels and management reporting to communicate progress against targets & issues that need actioning.
  • Has dealt with training and development of team members for ongoing upskilling and development.
  • Lead, manage and support the team, providing annual colleague development and performance management plans with regular reviews
  • Someone who has example of shaping and implementing the customer proposition

This is a great opportunity to work for a national business that is going through growth for an initial 18 month contract. You will receive great benefits including bonus, pension and holidays and the opportunity to work within a renowned nationwide business.

If you believe you have the relevant experience for this role please send your cv quoting the reference Q101248.

We request that candidates send their CV as a Microsoft Word document where possible.Quest Search and Selection is acting as an Employment Business in relation to this vacancy.

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