Customer Service Operations Manager

Location: Walsall, West Midlands

Salary: GBP52,828 – GBP55,521 per annum plus excellent benefits

The Vacancy

Contract: Full Time, Permanent, 37 hours per week

Closing Date: 12 January 2024

Interview Date: TBC

We have an exciting opportunity for a Customer Services Operations Manager on a full time, permanent basis.

Here at whg our customers are at the heart of everything we do. In this role you will play an integral part in enhancing our customers experience and oversee our amazing Customer Service team.

You will identify barriers to excellent customer experience and collaborate with business leads to identify remedies and solutions. Ensuring achievement of customer performance indicators within area of operation.

Sounds like the role for you then carry on reading .

Main job responsibilities:

To take responsibility for the provision of excellent customer services and achieve high levels of customer satisfaction regardless of the channel used; challenge existing processes and work cross functionally to produce recommendations and plans for new ways of working.

Develop a suite of KPIs to measure and report on Customer Services performance across all communication channels. Report and analyse first point of contact resolution and avoidable contact rates, developing recommendations for improvement.

Excellent execution and day to day delivery of all KPI's in line with customer and business needs resulting in quality customer experience across all channels.

Provide support and leadership to the frontline managers of our Customer Service team; ensure effective line–management takes place in accordance with our Performance Management Framework.

We're looking for someone who has:

The ability to work under pressure, possess a can–do attitude towards work and possess good interpersonal skills.

A passion for Customer Services and driving service improvements along with transforming and growing the business.

A strong track record of leadership with an ability to get the very best out of people.

Demonstrable experience of successfully implementing change & efficiency programmes in a contact centre environment.

Experience of running a busy multi–channel customer contact centre.

Ability to work flexibly and collaboratively with managers from across the business

What's in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work–life balance and able to work in agile ways which support them.

About us

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, 'Be an exceptional place to work that attracts, develops and retains talent'. The Strategy focuses on three key themes that help us support our colleagues to make a difference to our customers, the communities we serve and to themselves.

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.

We would particularly encourage applications from candidates with protected characteristics, as whg is committed to improving diversity. We would particularly encourage applications from candidates with protected characteristics, as whg is committed to improving diversity.

We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.

We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long–term health condition enabling them to stay in work, making reasonable adjustments if necessary.