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Customer Service Manager - Call Centre

Job Title: Customer Service Manager - Call Centre
Contract Type: Permanent
Location: Andover, Hampshire
Salary: £26000 - £28000 per annum + Bonus + Benefits
Start Date: ASAP
Reference: Q98281
Contact Name: Quest Search and Selection
Contact Email:
Job Published: May 19, 2015 12:24

Job Description

This leading lifestyle business is looking for a Customer Service Manager for their Call Centre team for their Retail, Wholesale & Catalogue division.

Managing a team of 10-12 telesales through your extensive leadership & commerciality you will manage the day to day operations within the Customer Service Centre, ensuring that tasks are appropriately allocated and daily KPI's measures are achieved.

The key tasks of the role will include -

  • Overall management of Customer Service functions
  • Ensure that a fully effective service level is provided to all customer contacts (Phone, Email, Chat and Mail)
  • Customer Service and Stock & Allocation training.
  • Maintain regular contact with international and 3rd Party Call centre team.
  • Monitoring performance levels across calls being made
  • Communicate to Department Heads and escalate any issues
  • Training and development & the execution of development plans for under performance.
  • Review and provide recommendations on business processes relating to customer service
  • Monitor AS400 orders to identify any fraudulent activity and take appropriate action to minimise risks
  • At all times ensures that the company is maintaining PCI standards and that Customer information (both on company systems and on manual records) is held securely.
  • Liaison with IT Operations
  • Inspire & motivate new business ideas.
  • Communicate progress to all and celebrate success!

To be successful in your application you must have -

  • Extensive call centre customer service experience
  • Have deal with a multi-channel trading environment either as a retailer, or wholesale is ideal but not essential
  • Have liaison with 3rd part call centres
  • Has an understanding of AS400
  • Is a leader and clear communicator than has had a track record of success!

This is a fantastic opportunity for the right leader who will be working for a great progressive retail and brand with international presence. The role will bring supporting bonus and benefits to suit. If you feel this is the role for you, please apply now using an up to date CV quoting the reference Q98281.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.

We request that candidates send their CV as a Microsoft Word document where possible.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.