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Customer Service Manager/Financial Services

CCR Recruitment & Selection
Job LocationBirmingham
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

CONTACT CENTRE MANAGER - FINANCIAL SERVICESLOCATION: SHROPSHIRESALARY - £45,000-£50,000 (Negotiable) plus excellent bonus & comprehensive benefits packageROLE PURPOSE

  • To lead teams to deliver a quality Customer Services offering in my clients customer contact centre, to include mainstream customer services and some specialist services.
  • To Drive and enhance their customer centric culture, ensuring all people lead on putting the Customer at the heart of what we do.
  • To build a leadership team that inspires and motivates our people to deliver service excellence
  • Optimisation of resources available, ensuring the operation is run efficiently and contributes to our one team goals and corporate objectives.
  • Operate to the compliance and governance standards, demonstrating a strong control related behaviour culture.
    • KEY RESPONSIBILITIES
  • Delivery of an effective Customer services offering via an inbound contact centre that includes specialist services.
  • Work with team to resolve operational issues escalated by Team Leaders so as to ensure appropriate treatment of customers and effective daily clearing of work queues.
  • Delivery effective call centre services that offer a quality right first time conversation, to a high one and done completion rate, in support of timely communications.
  • Ensure appropriate availability and deployment of staff for area of accountability for both BAU and planned ad hoc demand.
  • Manage process, risks, TCF & conduct risk, compliance, FCT and regulatory control frameworks all areas under management; to include robust quality controls and a quality focused culture.
  • Promote change initiatives in own line and across CS via the BAU change delivery platform
  • Create a culture which develops employees and supports our succession plans; managing the performance, training, qualifications and development of staff to secure their commitment and comptence and to drive peformance and results.
  • Ensure through robust capacity planning that appropriate and skilled resource is in place to accommodate work volumes, including change and peak demand.
  • Analyse and interrogate management information provided, to manage, plan and improve results, to include root cause analysis of complaints, VODs, CSAT, breaches and losses.
    • EXPERIENCE
  • Strong Operational delivery experience in a contact centre environment
  • Experience of managing budgets and / or resource
  • Evidence of building and managing effective stakeholder and peer relationships
  • Proven success in Leadership and service management through delivery of strategic objectives
  • Experience in delivering process improvements in the line
  • Evidence of embedding a strong performance culture, that supports the business behavioural imperatives
    • QUALIFICATIONS
  • Ideally educated to degree level or equivalent
  • Obtained or studying towards Management level qualification
  • Contact centre management qualifications
    • Required skills
  • Call Centre
  • Contact Centre
  • Financial Services
  • Management
  • Contact Management

    • Keyskills :
    Call Centre Contact Centre Financial Services Management Contact Management

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