Operations Customer Service Manager - Stevenage, United Kingdom - McCarthy Recruitment Ltd

McCarthy Recruitment Ltd

Verified Company

Stevenage, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Operations Customer Service Manager

Location:
Stevenage - Hybrid Working

Salary:
£35,000-£40,000 plus bonus plus benefits

Role:
Permanent Monday - Friday, 37 hours per week

OVERVIEWOur client is an award-winning provider of products and services to schools and educational settings within and outside Hertfordshire, who focus on supporting the schools to achieve successful long-term outcomes for the children.

This is a new and exciting role which forms the lead part of the Customer Service team, providing internal and external support to customers and stakeholders with a focus on always delivering outstanding service, whilst being part of the wider Operations andTechnology Team who focus on placing great customer service, operational efficiency, and technology at the heart of their work.

The Operations Manager - Customer Service will play a pivotal role in delivering this vision.

This is an exciting time to join our client as they are making significant investments into their customer experience, developing new products and solutions that will support their customers.

IDEAL CANDIDATE:

You have strong leadership capability; able to identify and cultivate essential skills and attributes to maximise individual contribution and engagement.
You have strong change management and influencing skills with the ability to negotiate and communicate at different levels within the organisation.
You are a forwardthinker, selfmotivated with a 'cando' attitude.
You are a completerfinisher, with a demonstrable ability to plan and prioritise workload.
You possess strong verbal and written communication skills.
You are flexible, with the ability to adapt to change and work well under pressure.
You have great attention to detail and will be datadriven
You are proficient with IT and Microsoft packages
You will have knowledge and experience of leading and managing an inbound multicontact customer service team overseeing day to day operational activity
Experienced in B2B & B2C sales for both products and service using a consultative approach.
You will have managed teams through ambiguity and driving outstanding service
You will be experienced in setting priorities and implementing customer service strategy evaluating and adapting as you progress
You can demonstrate a growth and commercial mindset.
Experience in using CRM systems for tracking and report creation and using data to drive improvements
Successfully lead difficult conversations whilst showing empathy.

THE ROLE - KEY RESPONSIBILITIES:

To deliver outstanding service by collaborating with the Operations & Technology Director and Commercial teams to drive a customercentric inbound contact team
To successfully manage a c.£10m contract renewal cycle, and to oversee service delivery focussing on retention of customers and achieve growth by helping to sell key educational products and services.
Lead the response and manage inbound customer queries via multiple contact channels to drive sales of key products.
Develop and implement an effective customer service training program to build a high performing team
Own and manage the planning, preparation and delivery of contract renewals project plan and its migration
Lead on all engagement with maintained schools and new customers building positive working relationships with headteachers and teams.
Oversee a team of Service Delivery Coordinators for the Education Services teams (initially, with potential for growth into other teams) for both traded contracts and HCC funded support.
Collaborate with teams in Education Services to ensure a consistent approach to recording and monitoring service delivery, observing NetSuite project best practice and agreeing appropriate KPIs.
Develop reporting processes that monitor and identify opportunities to drive continuous improvements in customer service delivery.
Own the team strategic goal, setting customer satisfaction targets, and working alongside the team to consistently meet these targets.
Manage, recruit, coach and upskill team members' knowledge on key services, sharing best practice, ensuring colleagues can appropriately advise customers, implementing scripts to support call handling and case management.

COMMUTABLE LOCATIONS:
Stevenage, Watford, Luton, Biggleswade, St Albans, Sandy

KEY WORDS:
Contact Centre, Operations, Customer Service, Team Manager, Service Lead Manager, Operations Manager

ABOUT US

This role is being handled by McCarthy Recruitment, an award-winning behavioural leadership recruitment consultancy covering the whole of the UK.

McCarthy is like no other recruitment agency you will have worked with, our difference is our commitment to providinga professional and personalised recruitment service of the highest quality.