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Details

Start date:
ASAP

Location:
England, Wiltshire, Swindon

Industry type:
Call Centre and Customer Service, Financial Services

Additional benefits:
20% Bonus + Company benefits

Salary:
£35,000 - £45,000 per annum

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Head of Customer Service

Job description

Head of Customer Services

We are currently recruiting for a self-motivated, dynamic Customer Service Manager to manage a busy Customer Service team within Swindon. The ideal candidate will come from a financial services background and have experience managing teams across different shift patterns and days.

This is a senior position and you will be responsible for the Customer Service Team, Service Quality Manager, Training Manager and Supplier Contract Management.

Key result areas

  • Delivering an effective Customer Service solution which meets all contractual service levels and meets internal and regulatory requirements.
  • Development of the Customer Service team to continuously improve practices and procedures.
  • Manage the Service Quality function to pro-actively improve the quality of service being provided by the Customer Service team to clients.
  • Successful implementation and staffing for new programmes.
  • Ensure the client is providing its services to all clients in accordance with the company SLA's.
  • Monitoring the delivery of the operational service solution which meets all contractual service levels and meets internal and regulatory requirements.
  • Successful transition for new programmes into the operational environment
  • Maintaining adequate staffing levels and managing workloads to ensure customers are supported effectively

Key Tasks

  • Management of Customer Service team and company's customer service function.
  • Management of outsourced call centre functions.
  • Ensuring client CS service levels are met and providing appropriate reporting to the Business Unit
  • Providing accurate and timely reporting to the business regarding call centre functions and contact volumes.
  • Provide training to clients/partners for customer service application and manage internal users.
  • Implementation of new programmes within the CS Team ensuring appropriate documentation and processes are in place prior to go-live.
  • Manage the clients performance to ensure we achieve all clients' SLAs
  • Review the customer data for unusual behaviour and report to internal stake holders
  • Co-ordinate recruitment, training and development of staff.
  • Implement practical solutions to continually improve customer experience, providing and make improvements to work practices.
  • Pro-actively identify and manage performance, grievance and disciplinary issues.
  • Ensure all processes and procedures are documented and communicated.
  • To monitor the quality of the team's performance and provide regular feedback on against the agreed standards.
  • Conduct performance reviews with direct reports and agree objectives.

Core skills

  • 5+ year's customer services management experience preferably within a retail banking, financial services organisation.
  • Proven record of delivering quality and high availability service solutions.
  • Client Relationship Management - the ability to manage the client relationship on all customer service aspects
  • Excellent communication skills, both verbal & written. Can communicate with different groups of people in a language they understand i.e. client business users, internal teams.
  • Experience of coaching, training and developing a call centre customer service team.
  • Self-motivator - happy to work in a fast paced environment.
  • Self sufficient
  • Experience of restructuring teams to meet organisational strategy
  • Degree qualified preferred or qualified by experience.
  • Sound working knowledge of MS Office.


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