Job Ref: DJSN1004
Job Title: Customer Service Manager 12 month Fixed Term Contract
Location: South West /South Midlands
Salary: 38k up to 43k plus bens
This is a fantastic opportunity to join a Leading Provider of Educational Services. They presently have a vacancy and are looking to recruit a Customer Service Manager, who will oversee a team of direct reports and team, dealing with general enquiries, service issues, complaints and account management, whilst managing client relations and escalated enquiries. This is a position with great potential and the real possibility of further career progression for the right candidate.
Some of the duties include:
To lead the provision of customer service within and enable a culture of customer service throughout.
• To manage and operate an efficient, multi customer contact centre for the four main areas plus other new systems or enquiries implemented with over a million annual interactions.
• To develop customer service objectives and benchmarks for the department and company.
• To assist the company to implement customer service and assess the efficiency of current and future customer service initiatives.
• To promote the Customer Service Unit and ensure it is fit for purpose to take on new business opportunities.
• To operate as a part of the management team.
• Authority to directly manage Team and Quality teams
• Authority to manage the Customer Service annual unit budget of £1.5 million.
• Responsibility for monitoring of Key Performance Indicators and making recommendations on staffing levels, system and operational changes to ensure a high level of customer service.
• Authority to design procedures to cover all aspects of work and update when required.
• Authority to develop and implement customer service strategies which will benefit the company.
• Authority to liaise with external bodies/stakeholders to provide existing and new services
• To represent the company and head of department at conferences, committees and other external events.
Skills and Experience
• Extensive customer service/contact centre management experience.
• Experience of handling high customer contacts within a multi contact centre.
• Excellent communication, organisational and negotiation skills with experience of dealing with staff of all levels up to Chief Executive level within an organisation.
• Experience of speaking, presenting and being a representative at conferences and internal and external meetings.
• Experience of operating within a budget and providing budgetary information.
• Excellent analytical and problem solving skills with ability to prioritise, and operate within tight timescales
• Good knowledge of telephone handling systems and Microsoft products.
This is a 12 month contract, ideal start date September 2010
For more information and full job description, please contact: steven@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209721. Visit us at: www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
http://www.callcentremanagerjobs.com/
http://www.customerservicemanagerjobs.co.uk/
http://www.resourceplanningjobs.com/
Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment.
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Ansell