Service Quality Manager - Customer Services - Complaints

Intouch Games Ltd
Halesowen, West Midlands
£30,000 per annum
20 Oct 2019
22 Oct 2019
Contract Type
Full Time
Job title: Service Quality Manager - Customer Services - Complaints.

Location: Birmingham, Halesowen (B63 3BL).

Salary: £30,000 - £35,000 (neg) + comprehensive benefits (inc private pension, bi-annual salary reviews, free onsite gym, free daily breakfast/lunch + much more...).

Hours: Operate between 08:00 - 21:00 - 5 out of 7 days (flexibility is required).

Keywords: Call Centre, Contact Centre, Customer Service, Complaint Manager, CSA, Contact Centre Manager, Service Quality, Complaints, Games, Birmingham, Dudley.

Service Quality Manager with excellent Call Centre, Customer Service, Complaint Handling, and Team Lead experience is highly sought by a multiple award winning games studio based in Birmingham who are the UK's largest privately owned mobile casino games company! We currently have just over 300+ employees here at our Birmingham HQ with our services offered across multiple platforms (web, mobile, tablet) with over 5mn+ registered customers here in the UK alone!

In this role you will be managing several work streams including the allocation of work to our internal quality team, designing, monitoring and improving clear KPI's (with the aim to reduce complaints) and ensure all complaints are resolved efficiently in line with SLA's and regulatory obligations. In addition, you will have the opportunity to assess and evaluate our current processes and customer complaint journey and make changes to redesign areas that you feel will help evolve the department in terms of area operations, efficiency and customer service to minimize the number of written and verbal complaints via numerous channels.

You will be fully responsible for efficiently running the day to day operations Quality (4) and Training (2) teams, and you'll also instruct and guide the Contact Centre employees to ensure effective customer support across the department and all channels (phone, email, live chat, online reviews etc.).

You will analyse Key Performance Indicators (KPI's), initiate corrective and motivational measures and be a real ambassador for the company in both your approach and your enthusiasm for excellent customer service.

Key skills we're looking for...
  • Experience leading/managing a complaints team (inc. reporting and presenting to stakeholders).
  • Experience in dealing with both verbal and written customer complaints.
  • The ability to motivate, coach and train a team to achieve individual and team goals.

Bonus points for...
  • Experience in a chat room/online bingo/online games environment.
  • Experience revamping/redesigning a complaints process.

Therefore, if you are a highly experienced and motivated Service Quality Manager with excellent leadership qualities and and you would like to join a multiple award winning eGaming studio who have been accredited as one of the 'Top 1000 Companies to Inspire Britain', been recognised by the BBC as a top technology employer and have a 1 star accreditation as a 'Top Company to Work For' then send in your CV today for review!

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