Customer Service Manager job in Old Trafford

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Job Ref: 6040

Job Type: PERM

Location: Old Trafford

Salary: £40,000 - £45,000

Our Client, a leading provider in their sector is looking for an experienced Customer Service Manager with experience of managing an off-shore Call Centre/Customer Service Centre with an emphasis of delivering exceptional customer service/customer solution provisions ; this is not your typical call centre by any means..

The Customer Service Manager will own the support structure, including Call Logging, Incident Diagnosis, 2nd line support in UK and in Europe together with Engineer Dispatch activity plus working closely with the Service Delivery Manager

Key to Service Desk performance is the ability of the service desk to resolve customer calls quickly whilst providing a positive, right first time Customer Experience.

As the ultimate owner of the Customer Experience provided by the UK and European Service Desks, the Customer Service Manager will work with the Service Delivery Manager to establish a continuous business improvement plan, linked to employee development as well as process efficiencies, so that the Service Desk can offer great service to customers as well as restrict the number of call escalations being raised to the 3rd line support team.

To summarise, the role of the Customer Service Manager is to manage the creation of an excellent service centre responsible for providing an outstanding customer experience, through the development of the people, systems and processes.

Key Responsibilities:

  • Manage the service relationship between Service and Support in Europe
  • Work closely with Team Manager and Service Delivery Manager in Europe to discuss performance and improvement plans
  • Build and promote a web self-service offering to build Omni channel contact strategy
  • Identify and resolve process issues resulting in a poor customer experience
  • Define and implement the future development strategy for the automated dispatching tool
  • Maximise the engineers working day working cross functionally with Engineering, ensuring engineer travel time is kept to a minimum
  • Manage the achievement of customer service levels through efficient monitoring of engineering performance to enable dispatching priorities to happen in real time
  • Develop and implement customer service policies and procedures
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Work with company management to develop and deliver strategies to support company growth
  • Co-ordinate and manage customer service projects and initiatives
  • Contribute to the development of team KPIs and manage the team to deliver these against agreed service levels
  • Proactively communicate to both internal and external customers to maintain positive perceptions of service.
  • Manage the relationship with internal stakeholders ensuring they are fully aware of any escalated problems and the steps being taken to resolve them

People/Team Management

  • Manage and develop all team members in line with KPIs, personal and business development needs

Person specification

Essential skills:

  • Previous call centre experience in a B2B environment, ideally involving some off shore presence
  • Excellent communication skills, at both a customer and colleague level
  • Previous change management experience and ability to establish a continual improvement programme
  • Previous experience of managing a diverse team
  • Excellent customer focus
  • Strong in people management and development
  • Excellent Organisational skills
  • Strong stakeholder management
  • Ability and willingness to learn, with a desire to work and develop in a senior customer facing support role, within a fast paced dynamic team
  • Good written documentation skills, technically capable of producing board level management reports

Desirable skills:

  • Off Shore Outsourcing Management

Competencies:

  • Customer Focus
  • Managing for Results
  • Commitment to process improvement and change
  • Leadership
  • Influencing
  • Relationship Building and Networking
  • Understanding and Developing Potential in self and team members

Excellent salary plus benefits and working for a truly exceptional company

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