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Customer Service Team Manager

Location: Farnborough

Salary: £36,200

Hours: Monday-Friday, 11.30am-8pm

My client is a UK-based fintech company based in Farnborough and they are looking for a Customer Service Team Manager to come on board and join their friendly team. The successful candidate will need to be highly organised & comfortable working in a fast-paced environment with change as a constant companion, whilst putting the customer at the core of what they do.

Responsibilities:

Supporting the Head of Customer Services to deliver outstanding service to our customers and achieve outstanding results by meeting our department SLA’s

Oversee all aspects of the contact centres daily operations, identifying potential issues, gathering evidence, and communicating with the relevant stakeholders in the business

Work with the Resource Planning Manager to ensure we maintain sufficient staffing at all times

Provide leadership, development, and management of supervisors and agents; maintaining cyclical performance reviews and setting SMART objectives

Keep clear and necessary records of performance-related discussions, providing comprehensive evidence, and lead any performance management processes as needed

Team recruitment including clear and detailed evaluation of candidates.

Action escalated member complaints ensuring details are captured accurately and managed within our target SLA’s

Keep fully informed of all updates on products and services, ensuring clear communication and all training is delivered to ready the team for customer queries

Improving current processes, defining new ones, and ensuring best practices are adopted by the teams

Skills:

2+ years’ experience as a Manager in a target-orientated contact centre environment, ideally for a financial product or service, owning performance management and disciplinary processes

A Customer First approach and experience acting as an escalation point for complaints, or other complex customer issues

Experience in recruiting the best candidates for a contact centre team ensuring resources are placed where contact volumes dictate

Strong problem-solving, organisational, and communication skills allowing the ability to make independent decisions to ensure the best outcome for the organisation and the customer

Ability to provide constructive feedback, and develop a culture of continuous improvement with confidence, patience and diplomacy when dealing with difficult situations

Confident in using standard IT packages and confidence in learning and using other software

Benefits:

All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad!

Your Birthday Day off

5 days annual leave carry-over

An excellent Induction & onboarding program with ongoing learning & development throughout your career

Family-friendly leave policies

A choice between Bupa Health Cash Plan or Bupa Private Medical

Death in service - 4x your annual salary from month 1

Physical and Mental Wellbeing support and platforms for you and your family

Enhanced maternity leave - 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service

Paternity leave - 4 weeks full pay after probation

Salary Sacrifice options