Customer Service & Dispatch Team Manager

Customer Service & Dispatch Team Manager 

If you are a skilled Customer Service Manager with experience of leading a team within a contact centre environment, then this could be the role for you! To be suitable for this vacancy you will have a background in leading a team to meet KPI targets, meticulous organisational skills alongside a confidence to deal with complaints and conflicts. Due to the nature of this role you will be working with customers during times of crisis and therefore a calm and collected nature is required.

Duties:

• Managing a team of schedulers and Customer Service advisors
• Ensuring that the schedulers maximise the available to field based technicians
• Motivating the team to meet KPI targets and SLA agreements with customers
• Identify opportunities for better planning and scheduling processes
• Undertake performance management of the team to ensure consistency
• Conducting staff 121’s and annual reviews
• Setting objectives and KPIs for the team
• Conflict resolution between internal teams to ensure a smooth process is adhered too
• Ensure compliance within the company QMS system
• Onboarding of new starters and completion of inductions
• Providing significant training support to team members
• Ensuring that the team is fully staffed at all times

Skills and Experience:

• Previous experience of leading a contact centre or claims team
• Previous staff management experience including appraisals
• Experience of onboarding and training new starters
• Conflict resolution experience essential

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.