Customer Service Team Manager

  • Ref: EHX7370
  • Industry: Financial Services
  • Location:
  • Salary:
    Competitve Salary
  • Type: Temp

About the Role

Are you a passionate individual striving for excellence in all aspects of work?

Do you have a positive can do approach in inspiring and managing a team?

We are currently recruiting for a Customer Service Team Manager to join a pensions company in the Wirral. The role will be fully based in the office and provides free parking. This is the ideal role for a planned and organised individual who has experience of working in a compliance focused environment.

The role involves management of the Senior and Customer Service Executives and will include leading the teams to deliver SLA and KPIs to ensure excellent service.

Responsibilities include:

  • Monitoring and reviewing performance of the team to ensure the KPIs, SLAs and compliance requirements are met.
  • Daily and weekly planning of work across the CSE team.
  • Ensure all cases are managed in accordance with the processes on the system.
  • Queue management, ensuring service is delivered Same/Next Day to 99.5% quality and driving a right first-time culture.
  • Carry out people management responsibilities including coaching, mentoring, driving performance, carrying out performance reviews and 121s.
  • Undertake regular reporting and presentations to management on team performance and overall adherence to compliance requirements and KPIs/SLAs.
  • Undertake management training, own personal development as and when required to support own CPD.
  • Work in accordance with all company policies, procedures, processes, best practice and compliance requirement as appropriate.
  • Regularly review ways of working, identify continuous improvement and smart ways of working.

Candidate expectations:

  • Solution oriented and able to identify opportunities to drive a continuous improvement atmosphere.
  • Strong leader who is able to drive transformation and change to enable excellent customer service.
  • Proven track record in delivering service excellence through operational excellent process and team management.
  • Resilient, focused and empowering.

If you are interested in this exciting new position, please apply now!

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