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Customer Service Manager

Employer
Page Personnel
Location
Oxford, England
Salary
Negotiable
Closing date
30 Jul 2019

View more

Sector
Automotive
Contract Type
Permanent
Hours
Full Time
Job Type
Change Management

Job Details


Responsible of the management of a team ensuring service delivery for your customersby delighting customer and meeting or exceeding all KPIs and SLAs. Manage the operation to deliver excellent customer service through employee
engagement and development in a value and performance-based leadership approach. upport the development of a culture based on values, behaviours, insight and celebrating success.

Client Details

A key provider in offering learning and development training to large organisations across the UK.

Description

Customer

  • Ensures all KPIs and SLAs are met or exceeded

  • Ensures that there is operational policy compliance

  • Acts on customer feedback and demonstrates continuous improvement

  • Assists in the implementation of new and additional services

  • Responsible for resolution of all operational customer service issues within SLA

  • Attend customer review meetings as required to discuss operational performance against objectives

  • Attends weekly, monthly and quarterly reviews to drive and monitor customer satisfaction.

  • Investigates issues and customer complaints. Articulates the problem and seek guidance for resolution.

Operational

  • Ensure Performance dashboards are regularly discussed at all levels and actions captured for failing areas

  • Support business plan by reviewing Operational performance and ways of working to identify efficiencies and continuous improvement

  • Develop an effective relationship with all internal and external stakeholders, e.g. partners, customers and other business areas

  • Documenting and influencing processes, new and old.

People

  • Core focus on coaching and development of direct reports

  • Leadership and direction of team; including change leadership, planning, setting priorities and creativity

  • To attract, develop, retain and nurture talent to support succession planning ensuring


appropriate coaching, mentoring, performance management and learning & development is available

  • Create high performance teams and encourage continuous improvement

  • Responsible for the business management of HR processes and procedures

  • Review existing and identify future training requirements including qualifications

  • To ensure that communication, is consistent, timely and relevant.

  • Conduct the relevant number of catch ups/121's/ reviews and appraisals.

  • Involvement in recruitment activity, ensuring cultural fit - supporting the team through probation and beyond.

  • Manage and support team to achieve their objectives and behaviours

  • Manage own personal development

Profile

  • Minimum of five GCSEs grade A-C including English and Math's - or equivalent qualification.
  • People management experience within a customer service environment managing a team of 10+ people
  • Strong process experience and understanding of managing to best practice standards.
  • Good understanding of profit and loss
  • Strong service orientation with the ability to have difficult customer conversations.
  • A demonstrated experience of managing service issues and proactively implementing solutions to meet customer needs.
  • Experience of dealing with customers and suppliers
  • Excellent verbal communication skills at all levels.
  • Strong problem solving skills.
    • Positive attitude and a can do attitude.
    • Experience in handling complaints
    • Excellent communication skills.

    • Leading by example.

    • Ability to multi task.

    • Commercially aware

    • Influencing and negotiations skills.

    • Removing barriers and obstacles.

    • Managing difficult conversations and difficult decisions.

  • Actively shares information and insight across the team.
  • Experienced in people development - Coaching and mentoring.

Job Offer

Role: Learning Services Team Manager (managing 10+ staff)

Location: Cowley, Oxford

Salary: £29,000 - £31,000

Duration of role: 12 Month Maternity Cover

Parking on site.

Company

Whether you’re looking to take your first step on the HR career ladder, or you’re seeking a fresh challenge in a new HR job - we’re here to help. Our specialist consultants know the HR market inside out and can help you to find the right role for your specific skills and requirements.

Here are just some of the job areas we specialise in:

  • HR administrators
  • HR officers
  • HR assistants
  • Payroll administrators
  • HR advisors
  • Learning & Development assistants
  • Training administrators
  • Organisational Development assistants
  • Recruitment assistants

We recruit permanent, temporary and contract HR jobs.

If you’re looking for a new position or are thinking of changing jobs, here are some reasons to choose Page Personnel Human Resources:

  • Dedicated, specialist consultants with strong industry knowledge
  • The expertise and resources of our extensive global network
  • A consultative approach to creating a successful placement
  • Advice and support at every step of your job search
     

Contact:
Barney Stupples
Barneystupples@pagepersonnel.co.uk
01932 264 154

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