Customer Service Manager, Wimbledon – upto £35,000 per annum
Seeking a Customer Service Manager with people and process management experience
To manage and motivate a team of 9 Customer Service Representatives; Our client is seeking for an experienced professional who has a soft sales style.
Working for a reputable organisation who specialises in membership (previous experience within this field is desirable; not essential)
The ideal candidate must be passionate about customer service; to live and breathe customer values and to work with the team to coach and mentor in order to improve the customer experience.
A background within training would be suitable however must have experience within developing team members.
Our client are seeking for an individual who has experience monitoring targets, call quality and who is a hands-on manager that is able to work with the team in the busy periods.
Key responsibilities include:
To manage team activities; set objectives, key metrics and SLAs, ensuring QA on team calls
To manage the performance of the team; carrying out performance review meetings, one to ones and coaching
To implement continuous improvement and work with the internal team that will benefit the customer erxperience
To handle escalated queries, following procedure
To manage team compliance in line with internal quality standards and external policies & regulations (GDPR and PCI)