Customer Service Manager

Job Description

MBA are currently working in partnership with one of the UKs leading provider of mobile body repair services nationally who currently operate a fleet of over 130 mobile repair rigs and provide over 30,000 body repairs a year. They are currently lookingfor a Customer Service Manager to head up their scheduling, retail advisors and administration team.This role is all about delivering an outstanding customer service experience to our customers at the same time supporting the Head of Sales & Service Centre to ensure our business is complaint with FCA regulatory requirements, working closely with internalstakeholders, insurance partners and leading a team of Customer Advisors. The Customer Service Team will provide a premier service and experience to customers, ensuring that their repairs are booked right first time, efficiently through the right processes.Delivering a fantastic Customer experience and securing Brand promoters.What youll do:* Be a great leader by inspiring your team of Customer advisors to deliver outstanding customer service and complaint management.* Lead, training, coach and develop your team of Customer advisors to become the best version of themselves* Develop and foster a culture of collaborative support across teams within the Customer Service Team and in the wider business* Ensure that customer processes, including FCA regulatory requirements, are purposeful and embedded within your team and ensure they are engaged in the new ways of working.* Our customers are at the heart of everything we do and so ensuring that all Customer advisors are aware of and actively support all service recovery plans and initiatives is a must.* Be the face of the Company and set the vision for your team.* Be a role model for high standards within the Customer Services team and the wider business. Drive new higher standards, promote best practice, and support consistency across Customer Services, External Insurance, and cross-functional partners.* We pride ourselves on our great track record for health and safety. Make sure there is a safe working environment for people.* Conduct engaging and effective one to ones, ensuring you engage with your people on a personal level as well as discussing performance and results.What youve got:* Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.* Excellent communication and leadership skills to lead and motivate a growing and changing service operation.* The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives* Proven ability of driving results through their people* Self-motivated, driven, and hard-working, with the ability to organise own workload to achieve personal effectiveness daily* Driver of change, able to be the catalyst* Positive mind-set* Builds strong, credible relationships* Has high quality standards* Good emotional control with strong emotional intelligence, coaching and listening* Ability to influence, engage, challenge effectively with stakeholders at all levels* Highly flexible and adaptive* Collaborate at all levels internally and externallyIf you want an opportunity to be part of a forward-thinking collaborative team who will focus on your future career and development then please apply below or send your information through to