Customer Service Team Manager

Job Purpose

The role of Client Services Team Manager – Enterprise is really important to us. You will be responsible for continuous improvement and delivery of customer service for customers across the mobile product portfolio.

We would love to welcome you to our Chiswick office, working hours are Monday-Friday 9.00am – 5:30pm.

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  Supervising, guiding and motivating the team to help colleagues work together and ensure they’re delivering great customer service
• Organise and delegate workload as well as monitoring output to ensure quality of work
• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints – building long standing relationships with our clients

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  Managing daily/monthly/quarterly reporting for customers
• Enhance performance by setting clear accountable performance measures
• Create a culture which achieves the business goals and objectives with regards to delivering outstanding customer service
• Act as a point of escalation where required
• Delivery of KPI’s relating to customer satisfaction.
• Promote and enhance ‘First Call Resolution’
• Act as the ‘Voice of the Customer’ across the organisation.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Work effectively with all stakeholders in Sales, Operations, Commercial and Finance.
• Drive quality and consistency of service

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  Experience of managing customer accounts and dealing with query resolution
• Established track record of exceeding targets, KPI’s and SLA’s, in a quality led service environment
• Demonstrate ability to motivate and communicate with others at all levels
• Excellent communication skills.
• Able to adapt and succeed in a fast paced, changing environment
• The ability to multi-task and work comfortably under pressure
• Identify issues and work to resolve them in partnership with all other areas of the business
• An ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions

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  A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.