The client, seeks a Customer Service Manager to join their growing team. Working as part of the operations management team, the purpose of the role will be to lead the Customer Service department in delivering consistent and valued account management services to existing and prospective customers. Success will be measured through the strong performance of key business indicators including Billing, Cash Collection, Debt Management, Renewal and Query and Complaint resolution in addition to placement within the top 2 industry led external customer satisfaction survey.
Head of department for circa 60 FTE; you will be responsible for implementing a departmental structure that delivers consistently against Key Performance Indicators underpinned by a customer service culture that positively distinguishes our client from their competitors.
In addition to building effective working relationships with other parts of the Business, you will be responsible for delivery against agreed business performance measures covering the end to end operational activity with a clear focus on driving customer experience delivery, cash flow and process improvement.
Build team in accordance with business plan, sales progress and business need.
Manage, develop and continually motivate team members within area with a shared interest in the development of employees within the wider Operations department.
Establish effective working partnerships with other functions within the business clearly understanding and utilising the interdependencies that exist to maximise operational performance.
Full control of department budget, ensuring agreed business objectives are delivered within financial targets.
An understanding of the Electricity industry and the regulatory environment that governs the industry is preferable.
A proven people manager with the ability to motivate and drive performance through others on a consistent basis through the application of coaching, influencing and negotiation techniques.
Experience of producing and using MI to identify trends, drive action and achieves results.
Commercially aware with a developed understanding of the environment in which you operate, openly accepting, promoting and managing changes to existing working practices as the business evolves.
This role is based in East Anglia, the salary is £50,000 – £70,000 base with an excellent benefits package. To find out more, please get in touch by emailing Catherine McLean or calling her on 020 7448 8599.