Remote Customer Service Manager

Remote Customer Service ManagerLocationRemote (Home-Based)Hours - 5 days out of 7 Monday to Sunday, working on a rota basis.Reports ToDirector of Operations / Head of Customer ExperienceJob PurposeThe Remote Customer Service Manager is responsible for leading and developing a remote customer support team to deliver outstanding customer experiences across multiple communication channels. The role focuses on driving service excellence, improving customer satisfaction, managing team performance, and ensuring efficient resolution of customer enquiries and issues.Key ResponsibilitiesLead, motivate, and develop a remote customer service team.Conduct regular one-to-one meetings, coaching sessions, and performance reviews.Manage staffing levels, schedules, and workload allocation.Foster a positive, collaborative, and customer-focused culture.Customer ExperienceEnsure high levels of customer satisfaction and service quality.Monitor and improve customer service processes and procedures.Handle complex customer complaints and escalations.Identify opportunities to enhance the customer journey.Performance ManagementTrack and report on key performance indicators (KPIs), including:Customer Satisfaction (CSAT)Average Response TimeService Level Agreements (SLAs)Develop action plans to improve team performance.Operational ExcellenceEstablish and maintain customer service standards.Implement best practices and continuous improvement initiatives.Manage customer service software, CRM platforms, ..... full job details .....