| Detailed Description |
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Senior Customer Services
Manager
To £47,500 Basic
Our Client is market name within their sector and provide Financial Services
and Consultancy services to their customer base. Their Customer Services
operation has undergone substantial change improvement programmes over the last
5 years and subsequently has performed strongly in the Institute of Customer
Services awards in the last 3 years. The challenges within this role are not
wholesale change but to ensure that a strongly performing contact centre
operation doesn't sit on it's laurels and continues to pro-actively develop and
offer an industry leading Service.
In terms of key responsibilities, the role holder will be responsible for the
day to day management of the Customer Services centre, continuously looking for
ways for it to develop. Directly reporting into the Head of Customer Service,
the Senior CSM will work alongside the senior management team to embed a truly
innovative culture. The role holder will also be responsible for the strategic
leadership of their direct reports and the overall Service Centre, ensuring
that proper development programmes and training are in place that reflect the
standard of Service the operation looks to deliver. The person stepping into
this role will also be a strong relationship builder, working with peers to
help drive the strategic vision of the organisation.
So, who are we looking for? Contact Centre Management experience in a Customer
Services environment is an absolute non negotiable must have. Industry sector
wise, our client is relatively open however what is very important to them is
experience of managing a Customer Services centre for an organisation with a
track record of Service excellence. A passion for quality and a genuine
commitment to delivering best in class Service are a prerequisite for someone
in this role. Sevenoaks/Malling area. |