Consumer Services Manager
Our client is a well-established organisation looking to deliver the best, relevant and sustainable customer service to their customers – both consumers and businesses.
This is a fantastic opportunity for a Consumer Service Manager to manage the daily running of the centre, including effective resource planning and implementing customer service strategies and operations; ensuring excellent customer service and to help shape the operational strategy of the business.
The successful candidate will have experience as a consumer services manager, ideally within a financial institution and will work closely with management to make recommendations based on trends and processes and collaborate closely with the Operations teams to develop programs to advance the customer experience.
Key responsibilities of the Consumer Services Manager:
• Manage a team of around 30 consultants, including effective resource planning and implementing call centre strategies and operations; ensuring excellent customer service.
• Lead by example in the use of best practice of the company’s standards, values and behaviours.
• Coaching and developing team members and ensuring KPI’s are hit.
• Driving high energy and motivation
• Proven Experience as a Customer/Consumer Services Manager both B2B and B2C, ideally within a financial environment
• Strong communication skills
• Ability to deliver excellent customer service with strong consumer focus
• Experience of managing resources to plan and accomplish goals
• Strong team player, a role model and ability to lead by example
• Proven ability to work unsupervised and under pressure
• Lead service quality improvements
To apply for the role please submit or email your current CV and contact details and a confidential discussion can be arranged. Mail your CV at firstname.lastname@example.org OR call Oli on 0208 514 7400
CCA Executive is the Leadership and Executive function of CCA Recruitment Group. With over 15 years’ experience of recruiting senior management into the UK call and contact centre industry CCA provide innovative solutions to our clients and senior level candidates in the Customer Service, Contact Centre, Customer Experience, Resource Planning, Customer Insight and Analytics industries.
Job Reference – CCA6701OO