[Hiring] Customer Service Operations Manager @Substantial Group

Role Description

As a Customer Service Operations Manager, your primary responsibility will be overseeing the Customer Service teams within the Customer Service department. You will play a pivotal role in ensuring the department consistently meets and exceeds business SLA’s and KPI’s, maintaining exceptional standards of customer service. You will be responsible for ensuring the best customer experience for our customers, serving them through multiple channels, alongside a priority focus on driving team performance, driving our agent productivity via effective management and coaching of our Team Leaders, and providing leadership to achieve optimal results. Additionally, you will provide comprehensive training and coaching of both new employees and existing Team Leaders and agents within the Customer Service team and act as an escalation point for complex complaints and issues, offering guidance and resolution, demonstrating a willingness to actively engage and support the team during high workloads, ensuring seamless operations and customer satisfaction.

You will also provide crucial support to your line manager, stepping in when needed and ensuring seamless assistance to agents within the department, maintaining operational excellence.

• Full Time (40 hours per week) – Permanent - Monday to Sunday, standard 8 hour shifts from - 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays)

Qualifications

• Minimum 5 – 10 years in people management experience within the Customer Service industry demonstrating a commitment to providing excellent customer service and ensuring customer satisfaction within your teams
• Telecommunications support environment is preferable
• Excellent interpersonal skills, verbal and written communication style demonstrating empathy and understanding
• Strong problem-solving aptitude and the ability to think critically
• Can grasp technical support procedures and resolve simple and complex issues, able to take ownership and see through difficult cases
• Effective organisation skills for managing multiple tasks to strict deadlines
• Keen attention to detail
• Can adjust to evolving Customer demands and company procedures/system changes
• Team player, willing to be hands-on and lead by example and strong desire to support the team in achieving their individual and customer related targets in a positive manner
• A strong work ethic and the ability to work under pressure

Requirements

• Coaching and guidance to the Customer Service Team Leaders and agents within the team
• Team Performance: Ensure the Customer Service teams achieve quality and meet KPIs consistently. Lead by example, promote best practices, and collaborate to address any performance concerns effectively. Support and deputise for the management team as required.
• Escalations: Handle/support on escalated issues promptly to resolve and deescalate situations, ensuring customer satisfaction is maintained.
• Outage Management: Take ownership of outage communications as needed, ensuring timely and accurate records of incidents are maintained.
• Issue Resolution: Coach/Manage Team Leaders to empower agents so that they can efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!
• Documentation: Accurately document coaching and management interactions and feedback.
• Continuous Learning: Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.
• Collaboration: Work with other departments to ensure timely resolution of customer or system issues.

Benefits

• 25 days leave plus bank holidays
• Pension scheme that matches your contribution up to 8%
• Phone allowance
• Health care cash plan
• Cycle to work Scheme
• Employee assistance programme
• PPE provided
• IT equipment provided
• Remote working
• Discounted Gym memberships
• Retail offers – discounts from recognisable brands
• Company Events
• Travel expenses paid
• Annual Bonus up to 30% of salary (discretionary of the business)
• Free YouFibre broadband if you are within our area, plus friends & family discount
• Life assurance giving you cover of 4 times your basic salary
• Colleague referral scheme of £500
• Continuous development and long-term career prospects