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Customer Service Manager
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- Posted By: Search - Call Centre
- Address:
- Contact: 0151 229 5511
- Date Posted: 3rd Oct 2008
- Salary: 38000 Plus Bonus
- Location: Other
- Reference Code: Prestonb
- Views Since Posting: 87
- Full Description:
· Continuously develop the personal capability of your direct reports by regularly monitoring and reviewing their performance and improving their first line management skills through coaching and motivating to deliver high levels of customer satisfaction
· To be visible and accessible within the operation at all times to monitor, coach and develop the team
· Performance management of Team Managers through monthly reviews, 121s, PDPs etc, establishing clear goals and smart objectives to ensure that all targets and business objectives are met
· Identify talents of people within the department ensuring that they are best being utilised within the company in order to deliver maximum impact
· Take ownership of operational performance and therefore deliver an outstanding experience to Customers
· Accountable for all operational activity and productivity, ensuring that all resources are effectively utilised to enable operation at the optimum levels
· Regularly monitor the customer experience through analysis of EDCSM / CSI results and work with the team to create and implement team and centre action plans to drive forward results to improve the quality of service being delivered
· Build, promote and maintain a strong customer service culture based on company strategy, standards and policies, ensuring that we are fighting fit for are customers
· Deliver Right First Time by resolving high level complaints and escalated calls quickly and efficiently to the satisfaction of the customer and business
· Project manage key activities and initiatives aimed at delivering Customer Plan II
Proactively identify and recommend change that drives improvement and builds the learning environment in line with business objectives
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