Customer Service Operations Manager

Customer Service Operations Manager

Location:
Haywards Heath or Salford Quays
Salary:
Competitive
Department:
Commercial & Marketing
Closing date:
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We currently have an exciting opening for a Customer Service Operations Manager to join our Commercial and Marketing team in Haywards Heath, West Sussex, or Salford Quays, Manchester.

You’ll drive the delivery of excellent service and experience to our customers through our outsourced partner, whilst embedding a culture of efficiency and continuous improvement. We’re looking for someone to drive the delivery of service, a culture of continuous improvement and ensure change programs land effectively within the offline outsourced environment.

To be successful in this role, you’ll need to have:
  • Proven experience in service design and implementation of new products and services within financial services or insurance
  • Previous experience of working in a Customer Services and/or Operations Management role
  • Excellent stakeholder management skills
 
Job responsibilities
 
  • Design and deploy a customer satisfaction and culture program in conjunction with our Customer Experience team
  • Ensure we’re measuring the right things at the right time to drive the correct behaviour and track that this is having the desired effect (e.g. FCR, NPS, CSAT)
  • Ensure we’re sharing feedback and closing the loop with customers and agents, identify moments of celebration and improvement opportunities
  • Monitor and evaluate the QA plan
  • Ensure accurate and relevant data is available and communicated to the business
  • Take an interest in the top achievers on the campaign, work with our outsourced Contact Centre to devise a strategy to retain and develop through ongoing training and development
  • Ensure we’re driving improvements and celebrating success
  • Drive operational performance, ensuring clear and effective processes in place to manage planning and forecasting and roadmaps and change management
  • Adherence to SLA – conduct regular (at least weekly and monthly) reviews with the vendor on performance delivery and ensure all stakeholders are kept up to date, acting in real time to issues 
  • Continuous improvement – implement a feedback loop to drive operational efficiency and own an ongoing program of work with primary focus on reducing the cost to serve, identifying opportunities and increasing or maintaining customer satisfaction. Develop and mature the hub approach by embedding the agile approach
  • Infrastructure and innovation – understand how all the pieces work together and how they aid in the delivery of the contact strategy, ensuring that the most effective solutions are in place and make recommendations for improvements or changes
  • Issue management – ensure that any incidents of service interruption are effectively managed to completion, all stakeholders are informed and mitigating actions are taken to reduce negative impacts and avoid recurrence
 
Skills, knowledge & experience
 
  • Proven customer service management experience with a solid track record of managing outsourced vendors in some or all aspects of delivery
  • Experience with Agile and continuous improvement methodologies
  • Previous people management and stakeholder skills
  • Extensive knowledge of best practice in customer service in a Contact Centre structure
  • Solid understanding of operational management in a fast-paced omnichannel environment
  • Understanding of operation and outsourced supplier management and corresponding principles and regulations
  • Capable of translating complex information into potential operational impacts and actions
  • Excellent leadership and relationship management skills, an influencer
  • Strong analytical skills, the ability to identify problems and find effective solutions
  • Deadline driven with the ability to perform under pressure
  • Customer centric
  • Team player
  • Responsible and accountable
 
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
 
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
     
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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glassdoor

79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.