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    Customer Service Manager - Slough, United Kingdom - S4 Personnel

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    Accounting / Finance
    Description

    Ref: 3841

    Job Title: Customer Service Manager (Hybrid)

    Location: Slough

    Salary: £38,000 - £42,000 plus excellent benefits

    Hours: 09.00 – Monday to Friday)

    Our client is a prestigious company based in Slough, are looking for a candidate who will be responsible for the overall management of the Customer Service Team. You will be supporting, motivating, and coordinating the workload for the team whilst ensuring timeframes and KPI's are met.

    Main Responsibilities:

    Manage, support and coordinate the work of the Customer Service team, motivating individuals to meet professional and personal development goals

    Instil a strong customer service culture and keep the team focussed on resolving complaints within the required timeframes, balancing fair outcomes for customers and commercial outcomes for the business

    Carry out reviews to ensure complaints are handled within guidelines and timescales and that responses to customers are clear and demonstrate that a thorough investigation has been undertaken

    Ensure KPI's and Quality Audit results are consistently achieving expectations

    Ensure any risks are managed through the timely completion of departmental controls

    Act as escalation point for complaints referred to the Financial Ombudsman Service or any legal cases

    Ensure relevant statistical information is produced, collated, and analysed to assist in evaluating the efficiency of the team and to inform resource allocation/service improvements

    Work with other departments to maximise customer satisfaction

    Experience:

    3 years' experience in a management position preferred

    Complaint handling experience required

    Demonstrable experience in managing a team of complaint handlers/team leaders

    Have experience of turning around under performing teams and managing a highly effective operation

    Please only apply if you match all of the above criteria.

    S4 is acting as an agency for this role.

    At registration stage, to confirm your identity, you will be required to bring your passport and proof of address with you. Registration takes approximately minutes.

    If you are emailing your CV to us, please ensure it has your home address, telephone numbers (including your mobile) and your email address on.

    Thank you for taking the time to look at one of our vacancies. We look forward to receiving your CV.

    Please note that only successful applicants will be contacted. S4 Personnel Ltd is only able to process applications from candidates who are currently resident and eligible to work in the UK.


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