Customer Service Manager

EdinburghOffice BasedAbout Our Client

A leader in their fieldJob Description

Management of Complaints Experts - setting direction and clarity of expectation, creating a high performing team through continual coaching and motivatingPromote and drive operational excellence, embedding a culture of continuous improvement both within the team and wider businessDeliver a cost-effective function that meets our operational KPIs and is wholly compliant with the regulatory framework in which it operatesTrack progress and report performance, displaying incremental improvements over time, against KPI targetsCarry out deep dive analysis into complaint reasons to identify opportunities to enhance the customer experience and collaborate with respective business areas to drive improvementUnderstand defects which generate complaints and identify improvement to reduce complaints at point of escalationSet up quarterly customer focus workshops with your team to help identify process improvement initiatives to improve customer experience and drive them through to conclusionHandle escalated customer queries and take full ownership of any customers who require management supportRepresent us with wholesalers, regulators, consumer groups and other external stakeholdersUtilise knowledge and experience to develop the function and identify initial training gaps, the work collaboratively with the LandD to build a plan that will raise the capability, skills and knowledge of the complaints team.Work cross-functionally with ensure stakeholder engagement to management and influence successful resolution of complaintsBuild external stakeholder relationship and management of performance to ensure a market leading complaints service for customersHold regular team meetings to discuss updates and team performance progress and provide real time feedback to the team members to improve performance.Ensure regular 1-2-1''s with all team members to discuss performance and to celebrate successes and to identify opportunities for improvement and build them into individual development plans with team aligned to their aspirations.Create a culture of collaboration and high performance by using performance metrics to generate a strong team cultureAct as a role model who embraces change and considers the bigger pictureBe responsible for ensuring that the information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with ALL applicable legislation, codes and policies e.g. GDPR Data Protection, Information Security and Records ManagementThe Successful Applicant

EssentialQualifications:-Qualified to degree levelKnowledge and experience:-Minimum of five years'' experience of managing a complaints teamExperienced people manager, ensuring high levels of productivity, achievement of targets and team motivationSuccessful track record in managing poor performance, quality issues, customer escalations and complaintsOperational management, customer engagement and effective stakeholder management experienceExperience of successful working with senior stakeholders eg CEO, Directors MSP, MPs, industry bodiesExperience of representing the organisation at external events, industry meetingsSignificant experience of people management and leadership experience at a similar stakeholder level, including the ability to inspire, motivate and effectively manage performanceTrack record of success through continuous improvement and change controlLeads by example at all times to demonstrate the Business Stream Leadership Behaviours as outlined in the Driving our Performance bookletSkills and abilities:-Ability to influence senior stakeholdersExcellent leadership skillsAbility to communicate clearly and confidently both verbally and in writing with internal and external customers and suppliersClear understanding of team priorities and how to deliver theseAbility to manage and organise team workloads to provide a high level of customer service and ensure appropriate SLA and deadlines are metStrong interpersonal skills including successfully coaching, developing and motivating diverse teamsEngenders a ''one team'' approach. Liaising and working effectively across operational teams to ensure we deliver results and an end-to-end excellent customer experienceAbility to adapt managerial style as appropriate to address different situationsExcellent organisational, analytical, problem solving skills with attention to detailAbility to remain calm under pressure, and prioritise workload in order to meet conflicting deadlinesSupports others through periods of change by clearly explaining the benefits of change and demonstrating their ability to be flexible, adaptable and resilient during periods of changeAbility to analyse / interpret business data and information and translate ideas into practical actions for performance improvement, identifying trends and ensuring all performance targets are achievedCompetent in the use of Microsoft office products - word and excelWhat’s on Offer

A competitive salary, bonus, benefits and great working ..... full job details .....