Customer Service Manager

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service.  The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.

Main duties for the Customer Services Manager:

Lead and develop a team

To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans

Sets and reviews progress against objectives

To develop, implement, maintain and monitor service level standard

To develop and maintain quality controls

To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement

Ensure procedures are up-to-date and fit for purpose

Review and manage escalated calls and quality reviews

To work within agreed process and payment authority levels

Provide monthly management information reports to Senior management

Monitor and manage the Customer Service Risk Register

Person Specification for the Customer Services Manager:

Significant people leadership experience within financial services

Strong people management skills

Successfully managing, developing and motivating a team

Conducting appraisals and creating development plans

Good organisation skills and ability to prioritise to meet business and project deadlines

Good communication and interpersonal skills at all levels

Strong written and oral communication skills

This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above