Cherry Professional are pleased to be working with their public sector client to help them recruit for a Customer Service Manager on a 6 month fixed term contract.
If you have a passion for leading a high performing team and contributing towards and delivering on customer experience and overall satisfaction- please don’t hesitate to apply.
This role is for a period of 6 months so applicants must be immediately available or have a short notice period.
Responsibilities
- Set the team direction and undertake all line management activities, providing leadership to the customer services team
- Accountable for the setting and achievement of the customer service team assigned targets
- Proactively establish cross working relationships with departments
- Implement income growth strategies for a portfolio of products
- Support the Head of Customer Strategy and Insights through working with the departments Finance Business Partner to produce budgets and projections.
- Leading the review of pricing structures for products and services offered by the customer services team
- Own, manage and report on reports service income including tracking, monitoring and reporting on performance against budget.
- Assist in the delivery of the customer strategy with Head of Customer Strategy and Insights.
- Be the main point of contact across key functions to ensure a high level of customer service, championing a customer focused culture.
- Deploy a customer team that is able to react and respond to major incidents and hazard situations supporting the needs of customers and our other departments across the organisation.
- Ensure the smooth running of the day-to-day customer service function and its people and processes.
- You will work with the Customer Strategy Coordinator in identifying improvement plans across departments to make sure our services are accessible for all.
- You will deal effectively with customer complaints
- Experienced managing a customer service function with Online Chat, social media and conventional email / telephone support.
- Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service
- Produce and analyse monthly statistics or other data to determine the level of customer service team is providing.
About you:
- Previous experience in a Customer Service/Operations Management role
- Experience of working with key stakeholders across a wide range of organisations
- Substantial experience of managing performance against budgets
- Strong IT skills
- Excellent people management skills
Other roles you may have applied for: Operations Manager, Customer Success Manager, Senior Team Leader
Cherry Professional is recruiting for this role on behalf of the client
Cherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.
