Customer Service Team Manager

Job title:

Customer Service Team Manager

Company

Glory Global Solutions

Job description

Position: Customer Service Team Manager

Reports to: UK Operations Manager

Based: Knutsford – office based

COMPANY OVERVIEW

At Glory Global Solutions, innovation is at the heart of what we do. We bring real innovation to our customers, through technology, working from more than 20 countries, over 3,000 professionals and specialists deploying knowledge, skills, resources, and technology process. We fundamentally change the way cash moves across operations, how staff work how customers are engaged and the ways in which businesses connect their cash management systems.

ROLE PROFILE

This position plays a pivotal role in championing exceptional customer experience, leading a team of eight people. The role will provide growth in the service sector of our business; manages all operations and performance improvement as it relates to the Help Desk / Call Centre / Scheduling to ensure a clear focus on efficiency and service excellence is delivered and maintained, to deliver agreed customer service levels/internal KPIs, whilst maximizing utilisation and productivity of the CSC (Customer Service Centre) team. In addition to provide support to the CSC team and promote best practice, act as an escalation point to help resolve internal and external customers’ enquiries. Working with other departments within Glory to deliver improvements and projects.

RESPONSIBILITES

• Managing a Customer Service Centre (CSC) team, currently of eight, consisting Help Desk Agents and Schedulers
• Motivates and drives performance at both an individual and team level
• Develops/coaches team members and sets SMART objectives
• Manages the day-to-day operations of the CSC
• Helps define longer-term strategy of the CSC
• Manages customer expectations, forging and maintaining strong relationships while managing internal/external customer needs and perceptions.
• Improving the quality and consistency process and customer service experience by maximising opportunities.
• Responsible for implementing/reviewing and updating CSC policies and procedures for both Help Desk and Scheduling; always ensuring compliance with company policy.
• Driving improved performance and productivity of the CSC team through the effective utilization of resource, and by ensuring that the correct skills and improvements are identified
• Participates in fielding questions and is escalation point for customer complaints; recognises need for procedural changes and redirects as necessary to Management.
• Champions change strategies and helps others embrace and react positively for periods of change.
• Prioritising Service Level Agreements and specific customer orders and requests.
• Identifying escalating customer issues that are at risk and likely to fall outside the service level agreement, at the earliest opportunity.
• Managing and controlling the effective delivery of planned maintenance and projects. Monitor preventative maintenance (PM’s) to increase the utilization and performance of the workforce. PM’s should be used to increase the number of jobs per day that each engineer delivers.
• Manages all staffing needs, including recruitment and selection, supervision, scheduling, performance, development, and evaluation and takes appropriate sanctions where required.
• Manages the growth of the CSC as workload increases through new business
• Providing reporting and updates to relevant stakeholders as necessary, to include daily stats and project updates where requested.
• Work to improve cross team workings and improve communication.
• Act as a champion while working in the various teams to obtain continuous improvements, scrutinise and challenge process where required.
• Identify errors within information and champion accuracy.
• Other adhoc projects as necessary to meet the needs of the business.
• Working on a rota basis to provide cover in line with business needs.

QUALIFICATIONS AND EXPERIENCE

• 5+ Years working in customer service, call centre, or technical helpdesk environment.
• Applicants should have a high level of computer literacy and a good understanding of Windows-based applications.
• 5 GCSE’s or equivalent including Maths and English – Grade C and above.
• Experience in Customer Service and a fast-paced Service environment is desirable.
• Ability to identify process improvement requirements.

COMPETENCIES/ SKILLS AND ABILITIES

• Strong verbal and written communications skills, conflict resolution, and investigative skills; can make formal presentations to both internal and external customers.
• Capable of challenging the status quo.
• Strong analytical, problem solving and data manipulation skills.
• A positive mental attitude with a ‘Can do’ approach.
• Highly results driven, with the energy and determination to succeed in a very fast paced environment where the pace and quality of response is critical to success.
• Must possess the ability to maintain flexibility and openness to a rapidly changing environment.
• Has previous experience in customer service management or is looking to take next step in career.
• Possessing a good understanding of customer service management across a complex multi-channel consumer environment in the banking/retail and cash handling markets.
• Interacts effectively with staff at all levels within the organization to gain the respect and co-operation of resources; is politically sensitive and consumer orientated.
• Has well-developed influencing skills and strength of character; tenacity and cultural sensitivity. Is persuasive and effective, strong interpersonal skills.
• Confident; knows when to seek input and when to make own decision.
• Ability to read, analyse and interpret business documentation, technical journals, reports, and legal documents.
• Can respond to enquiries/complaints from customers, regulatory agencies, or members of the business community and adjusts style to suit audience, acts with a sense of urgency and is results oriented, marked by high personal standards and commitment.
• Actively listens to employees and handles requests as appropriate in line with company policies and business needs.
• Identifies areas of process improvement and defines the process to support the improvement.
• Identifies performance trends based on call statistics and produces associated documentation/reports.
• Applies principles of logical thinking to a wide range of intellectual and practical problems.
• Understand the differences in employees and how to use those differences to build a strong cohesive team.

This job description is not all-inclusive and is subject to change in consultation with the job holder.

BENEFITS AND PERKS:

• 25 days’ holiday a year with the opportunity to buy up to five additional days
• Competitive company pension scheme
• Ongoing training and development
• Private medical insurance for all employees (enhanced membership can be purchased for other family members)
• Dental insurance for all employees
• Life assurance
• Income protection scheme
• Employee assistance programme
• Employee Wellbeing events and Mental Health First Aiders
• Employee My Benefits portal offering extensive retail discounts

GLORY SPIRITS

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation – strive to create value for customers.

Self-Starter – understand the objectives of your own work and are proactive in achieving goals.

Collaboration – respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity – understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics.

Own Growth – leverage our own talent and achieve personal development by adopting a broader perspective, looking beyond our own work.

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

Expected salary

Location

Knutsford, Cheshire

Job date

Sun, 18 Feb 2024 06:10:12 GMT

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