Customer Services Manager

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley.  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: Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders. 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 Provide statistical reporting to HMRC Monitor and manage the Customer Service Risk Register Person Specification for the Customer Services Manager: 2 years’ customer service management experience, ideally within a financial services environment Achieved or willing to undertake a Level 3 Award in Financial Administration 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 Previous experience in a financial background would be advantageous, but not essential The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as: Yearly bonus – 14% of salary 25 days’ holiday 9 day fortnight, every other Friday off work Season ticket loan Childcare voucher scheme Contributory pension and life insurance