Customer Service Operations Manager
Customer Service Operations Manager
£30K + Performance Related Bonus
Start date: July/August 2021
Working Hours: Full Time (some weekend and shift work may be necessary from time to time)
Location: Otley, LS21
Professional Leads, the UK’s leading digital marketeer in financial services and bookkeeping sectors is looking for a customer experience executive to join their team. For this role, we are looking for someone with excellent leadership and communication skills as well as a fantastic telephone manner. The successful candidate needs to be comfortable interacting with people from all walks of life when dealing with a large volume of inbound sales enquiries, and speaking to new prospects on behalf of the company & clients. The successful candidate will lead a small though expanding team and needs to have a keen eye for detail as monitoring and management of sales enquiries will be a big part of the job.
Our role
As a Customer Service Manager, you will be responsible for delivering exceptional levels of customer service. This is a senior position that will see you responsible for all customer service-related aspects of the company. You will ensure a customer service culture is adopted by everyone, throughout all back office and operational roles. You will own and actively manage the customer contract KPIs. Day to day you will manage a team of customer service advisors who carry out regular interaction with customers. You will also be required to contribute to the calling workload of the team.
Key Responsibilities
You will be accountable for delivering an exceptional service performance for a variety of clients across the company.
Manage the customer services team who deal with large volumes of inbound website enquiries
Work efficiently with inbound sales leads, making sure contact is made in a timely and organised manner
Utilise various communication methods in order to maximise contact rates and engagement with potential clients
Manage, distribute and analyse leads through our client management system
Manage and organise clients weekly reports
Working closely with our partner companies creating effective partnerships
Effectively collaborate with other teams and internal stakeholders
Liaising with the accounts department on client invoices
You will be responsible for the management of a team of customer service advisors – you will coach and develop the advisors to reach their full potential.
You will develop and build a service culture through a variety of means, including incentives, rewards, training, briefings, and surveys. You will use a variety of customer-related information sources to understand performance and service trends; analysing the data to identify future improvements.
You will take ownership of activities necessary to achieve exceptional customer feedback and satisfaction levels; proactively shaping improvements to the customer experience and service delivered.
Experience and Qualifications
A passion for customer service
Previous experience in a lead customer service role
At least 18 months experience with a track record of delivering success in a lead customer service managerial role
Experience in financial services and in particular pensions/retirement products would be highly beneficial
Superb communications skills across varying platforms
High attention to detail required as reporting element of the role is paramount
Incredibly organised and be able to multitask
Numerate and comfortable using google sheets/docs
Proven self-organisation and prioritisation skills – Ability to multi-task with effective resolution management in a fast-paced, growing environment
Clear communicator who is able to translate strategy into action
Do You Want…
Competitive Salary
Great Holiday Entitlements
Lots of scope for promotion and career progression
Brilliant social events scheduled regularly
Excellent training and development opportunities
3 Months gym membership paid for
Holiday buy & sell schemes
Duvet Day Scheme
Company Pension Scheme