Customer Services Manager

Location

Swindon | United Kingdom

Job description

Job Title: Customer Services Manager

Location: Swindon

Reporting to: Customer Services Director

Direct reports: Depending on team size / circa 10-15

Salary: Depending on experience

Hours: Monday to Friday 37.5 hours per week

Background

We are OutsideClinic - the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extra ordinary care through life enhancing life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can't get to the high street unaided. Our Values are at the core of what we do. We believe in Clinical Excellence, making a Positive Impact, and we are passionate about continually improving in everything we do.

Job Summary

As Customer Services Manager you lead a team of Customer Service Advisors who are the first point of contact for our customers, delivering excellent customer service and resolving enquiries. Your team deliver this service through telephone, email and webchat. You'll lead, motivate and inspire the team to achieve their targets, offer first call resolution and put the customer at the heart of what we do. Your customers are our patients, their loved ones or carers and our field and office based colleagues.

Principle Accountabilities

Customer

• Deliver against your Key Performance Indicators (KPIs) and our aim of first call resolution and putting the customer at the heart of what we do.
• Ensure adequate staffing levels are maintained to meet customer demands.
• Monitor and quickly respond to call levels to reduce wait times, call backs and drop off rates and meet our customers expectations.
• Act as a point of escalation for the team for complex customer enquiries or complaints and ensure a resolution is reached.
• Work in collaboration with the Head of Process Improvement to identify opportunities to improve and streamline our processes and implement solutions.
• Keep up to date with developments within wider customer services and commercial teams and cascade to the team as needed.
• Keep up to date with contact centre industry standards and best practice, implementing and continually improving ways of working, processes and systems within the team.

People

• Lead, coach, inspire and develop your team to create a culture of high performance with an engaged and motivated team.
• Celebrate your teams successes, learn from mistakes and energise your team to deliver for our customers.
• Monitor performance, proactively coach and give constructive feedback, and hold regular 121s with your team.
• Work closely with the Quality and Development Manager to implement development and training for your team and ensure each member of the team can achieve or exceed the quality standards.
• Working collaboratively with the wider Customer Service management team to deliver excellent customer service, reduce complaints and improve call handling time.

About you

Along with a strong, dynamic leadership style and excellent people management skills, you'll be customer centric in your thinking and target driven to achieve outstanding results. You'll have excellent communication skills, together with the ability to problem solve and make informed, customer driven decisions.

You'll be proficient in Microsoft Office and be able to quickly learn in house systems.

You'll have proven experience of:

• Working in an omni-channel customer services environment
• Managing and working in a call centre environment team
• Real time management
• Workforce planning

In addition to your principle accountabilities above you may be required to perform other duties from time to time, and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.

Job tags

Salary