Customer Service Manager

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service. 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: Lead, coach and develop a teamTo regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plansSets and reviews progress against objectivesTo develop, implement, maintain and monitor service level standardTo develop and maintain quality controlsTo review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvementEnsure procedures are up-to-date and fit for purposeReview and manage escalated calls and quality reviewsTo work within agreed process and payment authority levelsProvide monthly management information reports to Senior managementMonitor and manage the Customer Service Risk Register Person Specification for the Customer Services Manager: Significant people leadership experienceSuccessfully managing, developing and motivating a teamConducting appraisals and creating development plansGood organisation skills and ability to prioritise to meet business and project deadlinesGood communication and interpersonal skills at all levelsStrong written and oral communication skills This role is a full-time, permanent position. The ..... full job details .....