The Customer Services Manager is an integral role within the Business Support Department. Your key purpose is to ensure we provide excellent support to our customers and business alike.
Your ability to engender a truly customer centric culture not just within your immediate team but throughout the organisation will be key. You will work in close collaboration with the Office Manager to realise the ambitions of our service delivery plan.
To do this, you will set and monitor operational performance across your team to ensure that operations align with our strategic objectives. You will run these services with a view to improving people’s performance and delivering improvements that will benefit customers - whether they are individuals or multinational corporations. Key to success will be your ability to work effectively with colleagues and customers.
In seeking continual performance improvement and championing the needs of the customer, you will be guided by data to build team and management effectiveness, creating a culture that supports an environment of high performance and accountability.
Concurrently, you will lead, drive, support and coach teams through the change process; delivering and monitoring the benefits brought by planned business improvements.
Main duties
Service Quality and Effectiveness
·Understand the strategic drivers for the business and for your area of work and align activities accordingly
·Proactively manage the provision of our customer support service so that we attain customer satisfaction and customer excellence
Data and Decision Making
·Deeply and competently understand and interpret performance, quality and service across your team
·Use data to create short and long term plans to improve and maintain performance
·Seek further data and guidance from subject matter experts to further your understanding to make effective decisions and manage risk.
Communication and Collaborative working
·Be able to “tell the story” of your area of responsibility in line with operational performance measures
·Invest time in working closely and collaboratively with other managers to create a common focus across Customer Experience
Resources
·Identify known and future resourcing requirements against the business plan in a timely manner
·Identify improvements to make better use of resources and increase efficiency
Line Management and People Performance
·Use performance management to ensure clear personal, developmental and wellbeing objectives are set
·Encourage, support, and provide opportunities for the continuous learning, development and career progression of your team
·Swiftly, effectively, and empathetically manage poor performance and coach others in doing so
·Ensure the employee voice and equality, diversity and inclusion are integrated into your people management
Culture
·Be a visible, approachable, and authentic role model and lead the team with behaviours that personify a customer centric culture and engender an environment of trust and autonomy
·Role model a balanced approach to wellbeing, and encourage others to manage and be responsible for their own wellbeing and advocate that performance is a shared responsibility
Personal performance and development
·Prioritise your work effectively, ensuring enough time is given to priority work and colleague support
·Be responsible for continuous self-learning and development, and pay attention to and act on feedback of your peers, leaders and direct reports