Customer Service Manager - Leeds, United Kingdom - Lucy Walker Recruitment Ltd

Lucy Walker Recruitment Ltd

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

_Recruit, train and retain a skilled team of Customer Support agents_
- _Align with the other regional managers for Customer Support to ensure that workflows and processes are smooth and efficient_
- _Support delivery of cost savings identified in the budget planning by ensuring that your team is onboarded in a timely manner and to plan_
- _Ensure that KPIs, SLAs and assignments are delivered above target _
- _Support the roll out of technology initiatives s_
- _Plans to ensure that the right resource is in the right place at the right time._
- _Identify skills gaps in team members, administering appropriate training, coaching and performance management to ensure they are qualified to perform_
- _Regular interactions with senior managers across the business _
- _Influence thinking and gain buy in to changes and initiatives_
- _Handle escalated customer issues, working with teams to resolve and review if regular problems occur_
- _Identify, recommend and implement process and product improvements_
- _Coach and performance manage teams using a clearly documented continuous improvement approach_
- _Performance reporting, analysis and improvement_
- _Take responsibility for all duties relating to compliance policies_
- _A track record of successful performance in Customer Support and team management roles_
- _A skilled communicator, engaging and inspiring with a clear ability to influence people at all levels_
- _Experience of key participation in successful change management programmes_
- _Decisive, challenging and influential when it comes to problem solving_
- _Assertive in the design, implementation and monitoring of processes_
- _A problem solver who can encourage and motivate teams for change_