Customer Service Department Manager (9 month fixed-term contract)

Customer Service Department Manager (9 month fixed-term contract)

Location: Aust, Bristol (BS35) , BS35 View map Salary: From 30,000 to 40,000 per annum Date posted: 17/06/2012 18:03 Job type:Contract Company: Brightside Group plc Contact: Richard Crown Ref: Totaljobs/CSM May 2012 Job ID: 53685704

We are looking for a Customer Service Manager to coordinate the operational management of the Customer Service support functions on a 9 month fixed-term contract to cover maternity leave. Within the role, you will ensure that; the business SLAs are achieved and within the department budget, that efficient and effective processes are implemented and maintained whilst controlling costs and ensuring all resources are maximised.

Key Responsibilities-

Processes and procedures.

Review, document, amend and maintain existing processes.

Introduce new and more effective systems.

Constantly assess systems with a view to automation where possible.

Create (research, plan and document), execute and monitor the Operations plan.

Ensure consistency and appropriate communication across the organisation in line with the strategic vision.

Identify issues and conflicts that affect the progress of operations and ensure resolution.

Manage customer demand to achieve business SLAs.

Regularly review the customer journey and make changes to improve service.

Hold regular reviews with the Customer Journey team to identify areas for improvements, training requirements and actions.

Management and Development

Build, coach and motivate the Operations team to become an efficient and effective high-performance team.

Influence others and develop a sense of commitment in all persons contributing to the company.

To be a role model for team members and conduct self in a positive and professional manner at all times.

Ensure clear communication and understanding of department objectives by all.

Measurement and control

Monitor the service levels of teams to ensure service level agreements are being met.

Give regular updates and feedback to staff on organisational performance.

Determine and maintain success criteria.

Manage time effectively; be reliable, courteous and accurate in terms of personal workload.

Have regular meetings with direct reports to ensure they are planning and organising team workload and resources effectively.

Finance and Reporting

Regularly monitor and improve budgetary controls on all expenditure especially FTE.

Maintain and analyse budgets as required.

Contribute as a member of the management team to the formulation of the overall strategic plan for the business including the Performance Improvement Plan.

We are looking for an experienced customer service manager who has excellent organisational skills. You will have a pro-active, results orientated approach whilst paying particular attention to processes and detail. You will also have a proven ability to identify problems, balance solutions with time/cost, and challenge assumptions. To provide strong leadership is essential, as well as the capability to direct, align, motivate and inspire colleagues to agree on and support the Operations Plan. You will be open to change, new ideas, information, perspectives and actively seek to improve current processes and procedures.

Brightside Group Plc is one of the fastest growing insurance broking and financial services business in the UK. We specialise in delivering market-leading insurance solutions to individuals and businesses. We are focused on customer service and operational excellence, adding value for our policy holders and business partners alike across all classes of insurance.