Customer Services Manager
Title: Customer Services Manager (2 x vacancies)
Contract type: 12-month FTC, full time
Location: Sidcup, Kent
Salary: £39,898 - £45,883
Closing date for completed applications: 23rd January 2020
External Interviews will be held on: 29th & 30th January 2020
If successful, the start date for this role will be 1st April 2020
Are you passionate about customers and putting things right when they go wrong? Do you have proven experience in running a high performing customer service centre? Are you driven to inspire and motivate others to deliver a first-class customer experience? If you are, then you sound perfect for our team!
We are expanding and have an exciting opportunity for the right person to lead and manage a team of Team Leaders on a 12-month secondment basis, to help us deliver a better and faster service for our customers, and to represent the voice of the customer in driving and contributing to service delivery and customer experience improvements. This role will be pivotal in creating a better customer experience, reducing call volumes through first contact resolution with a right first-time ethos.
To be successful in this role, you need to be able to demonstrate that you can motivate and develop a successful team to meet and exceed KPIs and team objectives. You will be solution focused and will act as a champion of service improvement. You will demonstrate strong leadership skills and possess a track record of delivering excellent customer service in a demanding environment, leading effective service improvement initiatives with the ability to find creative and practical solutions to customer issues.
Excellent communication skills with the ability to build effective relationships with key stakeholders and adapt your approach accordingly, to meet customers’ needs is imperative.
We will expect you to be an ambassador and promote a collaborative approach across the organisation. You will strive to deliver an amazing customer experience in all that you do and inspire your team to do the same.
To be successful in this role, you will need to evidence current experience of leading a high-performing customer service team to improve services for customers across contact channels.
If you are self-motivated, an innovative problem solver, target driven, and solution focused then apply without delay!
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.