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Customer Service Team Manager

The AA
Job LocationCardiff
EducationNot Mentioned
Salary£45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Company description We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.CardiffPermanent/Full TImeSalary: Up to £45,000 This is the job As the Customer Service Team Manager, you’ll be the voice of our customers; both pupils and instructors. You’ll be leading the customer service teams to deliver a world class service. This is a dynamic and exciting role for someone to really make their mark helping to support our whole customer service division. The role covers management of the Instructor Service (including DIT & Motability) and Pupil Service teams (Call Centre & Live Chat), as well as our Complaints function. What will I be doing

  • Responsible for the following teams: Instructor Service, Pupil Service, DIT, Motability and Complaints. Dealing with hundreds of thousands of customers calls, emails and Live Chat messages
  • Review every process, customer service interaction and help us turn good experiences in to exceptional ones
  • Management responsibilities: Line manager the Team Leaders (Instructor, Pupil and Complaints) to set targets, strategy and support them to deliver world class service. In turn you’ll need to work with the Team Leaders to develop the whole customer service function for all of the Frontline Customer Service Staff (c.40 team members)
  • Instructor Service Team: Manage the Instructor Success Team Manager and the wider frontline team to ensure every call, email or complaint is dealt with in a timely, effective and efficient manner
  • Pupil Service Team: Support the team to build out our digital first’ approach to pupil service. Using Live Chat as the main tool of engagement, help us build an exceptional division with happy customers
  • Complaints & Debt: Manage the Complaints team to ensure we’re delivering resolutions to all customer complaint challenges. Support the team to develop and optimise processes
  • DIT: Manage all of the customer service requirements for our trainee driving instructors
  • Motability: Manage all of the customer service requirements for our Motability customers
  • Embed consistent KPIs across all teams to deliver exception service
  • Utilise the data generated from this department and work with the other operational senior manages to help shape the future of our business
    • What do I need Capability, Knowledge and Experience:
  • Extensive experience of managing customer service teams in a business renowned for its world class service
  • Extensive experience of managing a department: Team Leaders as direct reports and the wider Customer Service Frontline staff. You’ll be responsible for the leading the Customer Service division
  • Ideally experience of working with a membership or franchise customer base in a two-sided marketplace (hundreds of thousands of customer interactions p/a)
  • Experienced in call centre management (small teams)
  • Experience of setting up and managing a digital first’ service approach, especially management of Live Chat teams (a must have please)
  • Knowledge of Net Promoter Score would be beneficial
  • Experience of working in a start-up and a corporate environment would be highly beneficial - ability to deliver change quickly but experience of managing this on a national scale
    • Personal Characteristics:
  • Customer obsessed whilst data driven
  • Natural leader and relationship builder
  • Highly engaging personality with the ability to get things done
  • Excellent negotiator with influencing and communication skills
  • Thrives on ambiguity and a fast-paced environment
  • Ability to galvanise teams and make your ideas happen
    • Additional Information What else is expected of meGood conduct matters at the AA. Its very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.

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