Customer Service Manager

Description:

Customer Service Manager

Location: Bromley

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley.  The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.

Main duties for the Customer Services Manager:

Lead, coach and develop a team of circa 20 customer service professionals to achieve both individual and team success
To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans
Sets and reviews progress against objectives
To develop, implement, maintain and monitor service level standard
To develop and maintain quality controls
To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement
Ensure procedures are up-to-date and fit for purpose
Review and manage escalated calls and quality reviews
To work within agreed process and payment authority levels
Provide monthly management information reports to Senior management
Provide statistical reporting to HMRC
Monitor and manage the Customer Service Risk Register
Person Specification for the Customer Services Manager:

Significant people leadership experience within customer service financial services
Successfully managing, developing and motivating a team
Conducting appraisals and creating development plans
Good organisation skills and ability to prioritise to meet business and project deadlines
Good communication and interpersonal skills at all levels
Strong written and oral communication skills
Previous experience in a financial background would be advantageous, but not essential
The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:

Discretionary annual bonus
28 days' annual leave plus bank holidays
One day of paid leave each year for charitable or community work
Childcare voucher scheme
Contributory pension and life insurance
This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above