Customer Services Manager

The key responsibilities:

• Recruit, manage, train and develop a customer services administration team(s) of 6-20 administrators and team leaders.
• Regularly assesses the performance and behavioural competencies of team members, identifying training needs and creating development plans.
• Sets and reviews progress against objectives
• Develop, implement, maintain and monitor service level standards.
• Develop and maintain quality controls.
• Review, improve, streamline and implement administration processes, procedures and system.
• Procedures being up-to-date and fit for purpose.
• Reviews and manages complaints
• Monitors and manages escalated calls and quality reviews.
• Works within agreed process and payment authority levels.
• Provides monthly MI reports to senior management.
• Provides statistical reporting to HMRC.
• Monitors and manages the Customer Service Risk Register