Customer Service Operations Manager

Posted 11 days 13 hours ago by Confidential

£25,000 - £30,000 Annual
Not Specified
Customer Service jobs
Yorkshire, Rotherham, United Kingdom, S60 1
Job Description
Elevation Recruitment Group are currently recruiting for a key client based in Rotherham in their search for a Customer Service Operations Manager.

As the Customer Service Manager, you will help manage and develop existing Team Leaders and oversee the wider teams, ensuring they are developed and motivated accordingly. You must be results focused and have the ability to influence and lead from the front on business initiatives and improvements. You will drive a culture of performance management, employee retention and engagement to bring high standards and reward throughout the business.

Ideally you will have worked within the Telecoms or Utility sector within a successful contact centre environment where continuous improvement is key.

Duties include:

- Providing leadership, development and coaching of Team Leaders and contact centre agents
- Actively engaging and supporting the development of the team
- Working with the internal Recruitment team in the selection process and drive to find the right candidates to join the business
- Carrying out regular 121's, developing a culture where training and development are integral
- Identifying actions to ensure the skills and knowledge of the team are developed efficiently
-Ensuring to maintain an open and honest channel of communication at all levels across the business
- Facilitating the sharing of information and actions on route cause analysis
- Working with the analytical team to ensure the most effective resource plans are developed and achieved
- Oversee all complaints into the business ensuring that these are handled efficiently inline with business and Ombudsman KPI's
- Liaising with regulatory bodies/ADR providers to ensure compliant standards are met
- Working with internal stakeholders to use data to drive decisions and constantly review plans and performance to drive a culture of continual improvement
- Continually tracking and analysing key indicators of customer satisfaction to improve services throughout the customer lifecycle and assessing the team and customer impacts
- Working closely with the Retentions Manager to identify at risk customers to put proactive actions in place to prevent churn

The suitable candidate will be able to demonstrate the following Key Competencies:

- Previous contact centre operations management experience is essential
- Strong communication skills and people management skills
- Problem analysis and problem-solving with a strong aptitude for numbers and data driven - decision making
- A resilient and confident individual
- Proven ability to work on multiple tasks under pressure and to tight deadlines
- Experienced in leading large operational teams and motivating them to deliver excellent results


- Salary Negotiable dependent on experience
- Bonus scheme
- Pension scheme
- 33 days annual holiday (including Bank Holidays), this increases with your length of service

Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on positions in Yorkshire and surrounding regions. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from you. The position in more
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