Customer Service Manager

Robert Half are currently recruiting a Customer Service Manager for a scale-up business in Cardiff.

The successful candidate will spearhead the management and guidance of a dedicated team of Customer Care Consultants. Your role will involve communicating customer sentiment, challenges, and feedback across the organisation to drive enhancements in the customer experience. Fostering a culture of learning and development will be pivotal, wherein teamwork, agent engagement, and empowerment are nurtured through coaching, performance evaluation, and continuous skill enhancement, aligning with the company’s Mission, Vision, and Values.

Location: Cardiff

Annual Salary: Up to £40,000 dependant on previous experience

Key Responsibilities:

• Provide leadership to consultants
• Uphold integrity, diligence, and transparency
• Identify and nurture talent for future success
• Drive improvements in customer experience using feedback channels
• Lead, develop, and inspire a customer service team
• Generate management reports on process enhancements and key metrics
• Manage customer complaints within protocols and timelines
• Collaborate on resource allocation with planning managers
• Ensure ongoing training and compliance with procedures

Qualifications:

• Preferably holds IF1 certification.

Personal Qualities:

• Demonstrates strong leadership, coaching, and people development skills.
• Possesses excellent interpersonal skills for effective communication and collaboration.
• Exhibits a strong focus on measurement and performance evaluation.
• Capable of prioritising tasks effectively and adept at multitasking.
• Possesses a comprehensive understanding of end-to-end customer service processes.

Experience:

• Preferably has experience working in a regulated environment.
• Advantageous to have previous experience in complaints administration and management.
• Desirable to have familiarity with Live Chat management.

Skills & Competencies:

• Proficiency in Microsoft Office suite is preferred.

Contracted hours are 37.5 per week which will usually consist of 7.5 hours over 5 days. Rotas are typically sent out 6 weeks in advance.

The office opening hours are:

08:30 – 20:00 Monday to Friday

09:00 – 17:30 Saturday

10:00 – 17:00 Sunday

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice

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