Customer Service Manager

Location: Bromley

JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents.

Main duties for the Customer Services Manager:

• Lead, coach and develop a team of circa 20 customer service professionals to achieve both individual and team success
• To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans
• Sets and reviews progress against objectives
• To develop, implement, maintain and monitor service level standard
• To develop and maintain quality controls
• To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement
• Ensure procedures are up-to-date and fit for purpose
• Review and manage escalated calls and quality reviews
• To work within agreed process and payment authority levels
• Provide monthly management information reports to Senior management
• Provide statistical reporting to HMRC
• Monitor and manage the Customer Service Risk Register

Person Specification for the Customer Services Manager:

• Significant people leadership experience within customer service financial services
• Successfully managing, developing and motivating a team
• Conducting appraisals and creating development plans
• Good organisation skills and ability to prioritise to meet business and project deadlines
• Good communication and interpersonal skills at all levels
• Strong written and oral communication skills
• Previous experience in a financial background would be advantageous, but not essential

The successful Customer Services Manager will benefit from excellent working conditions and generous company benefits such as:

• Discretionary annual bonus
• 28 days' annual leave plus bank holidays
• One day of paid leave each year for charitable or community work
• Childcare voucher scheme
• Contributory pension and life insurance

This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above