Call Centre Manager

Recruiter
Seymour John
Location
Shrewsbury, Shropshire
Salary
£30,000 per annum
Posted
27 Sep 2019
Closes
24 Oct 2019
Ref
1276523487
Contract Type
Full Time
Customer Services Call Centre Manager

West Midlands - Shropshire

£30,000

My Client

A local Shropshire specialist within the motor industry. Renowned for their service delivery they are always keen to implement forward thinking strategies to enhance their customers experience. With extensive growth plans, they are keen to develop their customer services department, bringing on board an experienced Call Centre Manager to develop and grow the existing team within outbound service delivery.

The Opportunity

This role would suit a highly motivated, team orientated Customer Services Manager. The role predominately focuses on leading and developing the Customer and Relations department, which is the heart of the business. The department consists of 4 advisors, your role will be to support the team, provide guidance and promote individuals through recognition and reward. This is a hands-on role, implementing and planning daily work plans to meet and increase customer demand and satisfaction, maintaining agreed timescales and KPIs and completing activities in-line with the company's policies and procedures.

The ideal candidate will be expected to:

·Oversee all aspects of customer service experience, troubleshooting processes and procedures and make improvements to customer service quality

·Analysing statistics or other data to determine the level of customer service that the company is providing

·GDPR Compliant

·Implementing effective process for customer service advisors to interact with customers

·Developing feedback or complaint procedures for customers to use

·Improving customer service procedures, policies and standards across the business, implementing efficient timescales and cost reduction procedures

·Liaising with other members of the leadership team to discuss possible improvements to customer services, as well as reporting on department milestones and progress

·Follow-up business, making the most of the company's existing customer base

·Full responsibility for staff recruitment, retention and appraisals

·Leading a team of Customer Service Advisors, including holding regular team meetings to discuss expectations and to address and resolve team concerns

Skills/ Experience

·Solid communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals

·Listening skills, to understand exactly what customers require

·Problem solving skills

·Confidence, patience, politeness, tact and diplomacy when dealing with complex situations

·Motivational skills and the ability to lead a team of customer service professional

·Creative thinking, to be able to come up with new ideas to improve customer services standards

·Work well under a pressured environment

·Organisational and planning skills to develop customer service policies

·A commitment to improve your own customer service skills on an ongoing basis

In Return

You will be joining a forward-thinking company, who are keen to develop, nurture and build the internal workforce.

They are willing to invest in their employees through continuous professional development opportunities, who will see this as a career opportunity.

For further information, please contact Aman Dhinsa

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