Customer Service Manager

  • Permanent
  • Croydon
  • Posted 7 days ago
  • Min Salary: £ £50,000 pa
  • Max Salary: £ £55,000 pa
To lead, motivate and develop the Customer Service Team of 2 Team Managers and 20 Customer Service Advisors. Ensure that the outputs and results of issues highlighted within the department are collated and communicated to all areas of the business to ensure that the company develop and improve their service to their clients, customers and key stakeholders.
Strong relationship management both internally and externally, comfortable dealing with senior management/executive board, attending meetings and providing reports.  Also attending client meetings on a monthly basis.  Set clear objectives, ensure productivity, define and plan resources to ensure SLA’s are achieved.  Consistently refine performance and service standards.  Perform root cause analysis, regularly review processes and detect patterns and trends.
Extensive reporting, producing accurate weekly activity reports, overviewing key trends and patterns and highlight proactive steps take to address any issues.  Oversee goodwill budgets, responsible for monitoring and managing goodwill expenditure.  Oversee all HR requirements for the team, carry out annual appraisals for your team, end of probation reviews and one to ones.
Experience within insurance, banking, FOS or regulatory field would be advantageous. proven management experience, with an analytical mind.
Altitude-Recruitment Limited acting as an Employment Agency and Employment Business.


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