Customer Service Manager - Call Centre Environment

Job Description

The role is responsible for maintaining and developing relationships with all key customer contacts within the car rental client base.In the role you will manage the In-house site as defined by the company ensuring appropriate business solutions are reviewed, agreed, maintained and enhanced to benefit the Client and the Company.Working with the Corporate Services Manager you will manage a customer service team to ensure the performance delivered is the best in the industry.The role encompasses team and performance management, customer service, complaint resolution, continuous process improvement as well as developing the best working relationships at all levels within the client base.The customers you will be supporting are amongst the most prestigious car rental clients therefore they are looking for an outstanding candidate who strives for excellence in everything they do for this high-profile role.Main duties of the role:

• To effectively manage the team to deliver and maintain the highest level of onsite reservations and rental management services in accordance with KPI
• To motivate, support and empower the In-house team to achieve all aspects of key performance targets
• Continuously explore and promote the most efficient and effective working processes to help meet the client and customers to improve the Company’s profitability, customer service and demonstrate continuous improvement
• Develop and maintain strong working relationships with client contacts in order to gain a greater understanding of their business objectives
• Identify areas of improvement within current processes and monitor performance
• Attend monthly review meetings and prepare presentation slides on In-house performance, current issues, challenges, opportunities etc.
• Prepare and present regular weekly and monthly reports on In-house service level performance
• Full ownership and management of any escalated complaints. Investigation, resolutions and corrective actions to be communicated within agreed timescales
• To ensure all In-house procedures and processes are documented and reviewed regularly highlighting further improvements to Customer Service delivery, process efficiencies
• Carry out recruitment and selection for all In-house vacancies and responsible for the training and induction of all new starters
• Responsible for the performance and management of In-house staff, to exceed In-house KPI targets to ensure we deliver the highest standards of customer service
• To develop and empower staff to undertake increased levels of responsibility
• To ensure staff understand and adhere to the Company Operating and Quality Procedures.
• Monitor the telephony stats and targets, ongoing review of call handling and ensure agents are working to the agreed telephony SLA’s
• Send updates on daily performance stats and progress to the team throughout the day
• Ensure up to date knowledge of company strategy is shared with the In-house team
• Carry out any other reasonable duties or ad hoc tasks as requested by Corporate Services Manager

Keyskills :
Call CentreCar RentalCustomer ServiceCustomer ServicesMan Management