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8 months ago
Morgan Radley
Salary: Up to £60000.00 per annum
Location: Cambridgeshire, Cambridge, Suffolk, Bedford, Hertfordshire
Job type: Permanent
Contact: Neil Tonks (Morgan Radley)
Category: Call Centre Jobs

Head of Customer Services / Contact Centre Manager

Our client who are a highly credible and award winning group in the 'specialist automotive services' industry provides outsourced support services to many well known businesses throughout the UK. They have an exciting opportunity for an experienced Head of Customer Services who will be responsible for managing all aspects of their two large customer contact centres which are based in Royston, Hertfordshire and the outskirts of Wolverhampton.

Much of what our client does is hidden from view, with their teams operating within client's businesses. They actively encourage their teams to feel as part of their clients they work for, as this ultimately increases the benefits to their clients. They are passionate about creating a deep understanding of their clients' needs and offering tailored solutions at cost effective rates.

The Duties & Responsibilities for the role are:

  • Promote a customer first ethos that builds strong relationships with the clients and their customers.
  • To provide continuous improvement ideas
  • Achieving all set KPI's and SLA targets
  • Intervene if and when KPI's are not met / not likely to be met and address issues internally whilst keeping the client updated where necessary
  • Provide all reporting to the Operations Director
  • Look for ways to improve the service levels by reviewing daily processes and managing suppliers & network partners
  • Ensure resource plans are in place and manage the volumes, highlighting performance trends / areas of concern as necessary
  • Set up and manage all department and inter department processes to ensure customers are getting an outstanding service
  • Ensure all team processes are adopted and followed continuously, as well as implementing and designing new ones
  • Ensure the performance management process is adhered to and regular performance feedback to all team members is provided
  • Drive a continuous improvement culture by ensuring training and development is provided to the team leaders and they in turn to their teams

Person Specification

It is essential that you a strong and confident Head of Customer Services Manager with a sympathetic approach to ensure trust within the team. You will also be able to work well under pressure and able to take ownership of issues, make quick decisions and justify reasons. Giving advice/making decisions on a day to day, on a one to one basis will be necessary, so your organisational skills will need to be strong so that you can manage a large workload and be professional at all times.

You will preferably have experience in the automotive sector and at least two years' experience of managing a large team of people in a contact centre enviroment, including team leaders.

You will also have the following skills:

  • Experience as a Customer Services Manager / Head of Customer Services
  • Change management skills
  • Ability to create and present presentations, using PowerPoint
  • Good written and listening skills
  • Proven natural ability to communicate on all levels
  • Experience in creating reports
  • Experience in holding staff appraisals and team meetings
  • Experience in heading meetings and agenda writing
  • Experience in client communication

This Customer Services Manager position is an office based role and comes with a highly competitive basic salary and a bonus scheme.

Please apply with your full CV to Morgan Radley

Unfortunately, we are unable to contact every application that we receive, if you do not receive a response please assume that you have been unsuccessful with this application, however if you have automotive experience we will keep your details on file and contact you should a vacancy arise that matches your skills and experience.

Job Type: Full-time
Salary: £50,000 to £70,000 per annum depending on experience

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