Address
Form of work
SalaryRole –Customer Service Manager
Location – Manchester City Centre
Salary - £35,000 (Plus excellent benefits)
Type – Permanent
Hours – 9am-5.30pm – Monday-Friday
Reed are currently working with an innovative Fintech organisation who due to growth are looking to recruit an innovative people orientated Customer Service Manager.
The role will be to ensure that the day-today helpdesk team runs smoothly, the Customer Service Manager is responsible for ensuring correct methods are put in place to run towards maximum productivity. Overseeing the supervision of employees, with the expectation to project a working environment that encourages teamwork, energy and good morale.
Role Responsibilities:
• Implement efficient processes and standards of calls and email responses
• Coordinate Customer Service operations and find ways to ensure ‘good customer feedback’
• Help with the implementation of technology solutions – managing change
• Manage relations with customers, vendors, partners and other stakeholders, including sales Managers with Manager call backs.
• Escalate risk and incidents to compliance team
• Define, implementing and monitoring a call handling strategy that achieves the Customer Service targets that the company
• Mentor and motivate teams to achieve productivity and rules of engagement
• Report and measure on helpdesk performance
• Cascade information to the team from senior management
• Day to day people management – (holiday requests, rota)
• Monitoring work and checking quality with regular feedback to agents via 121s
• Managing health and well-being of the team
• Ensuring staff are sufficiently trained and coached
• Collaborate with fellow managers and supervisors across Customer Service/boarding/logistics and 2nd line functions to maintain excellent service to our customers
• Implement quality management and oversee Q&A within helpdesk (call listening)
• Complaint handling of timescales and team response
• Updating of Customer service phone system (IVR)
The Successful Candidate:
• Proven experience in management within a Customer Service environment
• Excellent project, planning, change and time management capabilities
• Familiarity with all business functions including HR, Compliance/Risk and IT
• Knowledge of data analytics and reporting
• Outstanding communication
• Excellent leadership ability
• Problem-solving aptitude
• Good judgement and decision-making skills
• Experience within payments industry preferred
