Customer Service Team Manager
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| Job Type | Temp - Perm |
| Location | Enfield North London |
| Area | London, England |
| Sector | Admin & ClericalCustomer ServiceHousingLibrariesManagement |
| Salary | £20.10 per hour – Inside IR35 |
| Start Date | Immediate Start |
| Telephone | 02088635271 |
| Job Ref | DBR04510 |
- Description
- Description
We are recruiting a Customer Service Team Manager to provide day-to-day supervision of staff and volunteers, manage performance, absence, and allocation of people appropriately and be a point of escalation for customer inquiries where necessary, assisting staff and volunteers in addressing customer queries at the first point of contact:
Responsibilities
To understand and develop the team's skills, ensuring the service provided is customer-focused, inclusive, knowledgeable, and capable of utilising the systems required.
Qualification:
· GCSEs (A-C) or equivalent to include Maths and English
· NVQ Business Administration Level 3, BTEC or equivalent experience
· Advanced user –Microsoft Word, Excel, Outlook, PowerPoint, social media, and CRM:
Essential – Skills & Experience
· Experience in managing staff and complex situations, using clear judgment to advise
others to do the same.
· Ability to lead, manage & motivate a customer-focused team.
· Ability to drive performance by setting targets, producing high volumes and quality of work
to deadlines.
· Proven experience in successfully delivering customer-facing service in a multi-channel
environment.
· Ability to manage conflicting demands and priorities.
· Ability to manage and prioritise workload and work to deadlines.
· Proven experience in supporting organisational change and continuous improvement.
· Proven experience working within an IT-enabled environment.
· Strong communication skills and ability to effectively work with internal and external
partners.
· Ability to analyse and interpret demand data and performance data to recommend
evidence-based improvements to service delivery models and to forecast resourcing
models.
· Experience in identifying business needs to deliver channel shifts and customer behaviour
change.
· Experience in delivering online support services.
· Delivery of digital inclusion services
· Able to cover all channels and locations within customer operations areas as required.
· Experience liaising with partner organisations co-locating in community libraries,
addressing issues daily regarding premises, performance, systems, and SLAs.
· Diamond Blaque is an equal opportunities employer.
· Diamond Blaque is acting as an employment agency for this vacancy.
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