Customer Services Manager - paying £50k circa and company car - based in Erith, Kent

Main Responsibilities:

Providing strategic leadership and direction for the whole Customer Service function.

Engaging with all stakeholders and formulating a new CX strategy for the multi-channel, digital age.

Improving the whole customer experience with the implementation of new systems, policies and creating new customer support processes.

Providing day to day leadership for the team which will include mentoring the team and at the same time supporting a wide customer base.

Driving management decisions using data to ensure accurate reporting of contact centre, insights on customer satisfaction as well as monitoring team performances.

Ensure service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Being a champion for the Customer; collaborating and aligning between departments.

Responsible for the development and nurturing to improve performance where necessary.

Required to analyse and interpret data via business intelligence tools to then formulate a plan.

Attendance at team meetings is required as it will give you a good insight into the general experience of the ADM in dealing with customer services.

You will be required to attend an average of two field based workouts (including one team and shop visit) each month.

Preferred requirements:

Experience with SAP an advantage although not essential.

Knowledge and understanding of best practices for Contact Centres.

Extensive experience working within a multi-channel contact centre.

Experience working with and implementing different telephony solutions.

Working in an environment that is fast paced and target driven.

The ability to think critically about systems and processes and to make adjustments consistently as needed.

Working to deadlines that reach beyond core working hours.

Holder of a full driving licence.

To find out more call:
020 8240 7884


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