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Customer Services manager

  • Location: Newport
  • Salary: £40,000 to £50,000
  • Type: Permanent
  • Posted: 71 days ago
  • Company: Red Recruitment

The Customer Services Manager will be responsible for the leadership and strategy for the Newport Operation, providing leadership and management for Customer Operations while delivering a cost-effective service.

Reporting to the Head of Servicing Operations, the successful candidate will have a thorough knowledge of what makes operational delivery best in class, with the ability to exemplify best practice leadership, performance management, team motivation and coaching. Ensuring that performance outputs are in line with the departments Balanced Scorecard measures will be key, as will the ability to define and build dashboards enabling stable operational delivery.

Driving continuous improvement activities across servicing operations is key, with the need to support a drive to automate and streamline delivery where opportunity arises. The role will require close working with the CI function as well as identifying and shaping opportunities through to execution and benefit realisation.

Considerable and diverse experience working at operational management level within contact centres is required, with preference given to those with experience working within BPO, BPM, or outsourced customer contact businesses. Experience of managing, influencing and building a strong operational team with clear succession planning are equally important for a successful candidate.

The Customer Services Manager will play a key role in delivering a cost-effective operation that provides excellent service to all internal and external customers in accordance with the regulatory and legal framework within which the business operates. This includes particularly demonstrable adherence to the FCA's Conduct agenda and Treating Customers Fairly (TCF).

KEY ACCOUNTABILITIES

Financial

  • The Customer Services Manager will ensure the development and achievement of short, medium and long-term plans of the Servicing Operations functions are fully aligned with Operational/business strategy and are actualised in a cost-effective manner and in line with client requirements and regulations
  • Identify and optimise income opportunities in the context of the agreed business plan
  • To ensure the alignment of employee levels in line with capacity plans across all teams within your area
  • Ensure appropriate control on budget is maintained including resourcing, overtime and localised reward to ensure that the right balance is struck between driving improved performance and managing costs.
  • Set and review organisational/productivity objectives in line with the commercial contract and business requirements

Customer

  • Develop and embed a culture of Treating Customers Fairly throughout servicing operations
  • Define, measure and report on CSAT/NPS measures to increase client satisfaction levels
  • Develop and maintain strong relationships with internal and external stakeholders
  • Work collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the overall business strategy
  • Ensure that client expectations and Service Levels agreements are met or exceeded
  • Liaise with clients through monthly reviews to explain performance and service as well as prospects providing an overview of the service

Process

  • Ensure all Policies and Procedures are appropriate for a regulated entity reflecting Treating Customers Fairly
  • Set and review quality performance standards
  • Ensure that appropriate and timely MI information is available and analysed regularly
  • Promote a culture of continuous improvement which encourages a lean servicing operation and develop a high-performance culture in which customer and client requirements are appropriately balanced
  • Work closely with Workforce Management and Planning to ensure the services are optimised for cost efficient delivery at all times
  • Manage the continuous cycle of identification and implementation of operational best practice through interaction with the wider team

People

  • Responsible for managing and leading teams/direct reports ensuring high levels of performance
  • Promote a culture that encourages high levels of employee motivation and morale with regular and effective communication
  • Ensure that direct reports have SMART objectives which are regularly reviewed
  • Set department objectives and monitor ongoing progress and performance
  • Provide leadership, coordination and coaching to the team, ensuring they are appropriately trained, enabling them to achieve the operational and financial metrics within their areas of responsibility

PERSON SPECIFICATION

Education & Qualifications

  • Demonstrable experience in an outsourced contact centre operation
  • Experience of working in a customer centric environment

Knowledge & Experience

  • Considerable and diverse demonstrable experience working at operational management level within customer contact centres, with preference for those who have experience working within BPO, BPM, or outsourced customer contact businesses
  • Proven experience of managing managers successfully

Behaviours
(these underpin our values)

  • Supportive
  • Customer Focused
  • Risk Aware
  • Accountable
  • Bold
  • Results Driven

Competencies - Job specific

  • Good written and verbal communication skills
  • Building client relationships with effective negotiation skills
  • Innovative thinker who can combine technology, systems and processes in innovative ways
  • Ability to prioritise effectively in a complex environment
  • Strong relationship building skills both internal and external
  • Strong leadership ability to inspire and motivate at all levels of the team
  • Excellent communication and negotiation skills
  • Excellent attention to detail
  • Flexible and commercially minded
  • Excellent analytical and problem-solving abilities
  • Leading through change effectively to adapt to new client business, continuously improving the service model
  • Demonstrate self-motivation and the ability to work well under pressure

Closing date for applications - Tuesday 15th January