​A highly recognised public sector focused business whose mission is to always deliver a quality and seamless customer service. As an experienced Customer Service Manager, you lead your team with confidence, enthusiasm and with a motivating nature. This role will enable you to come in and make things your own as our Customer Service department is evolving and one of your responsibilities will be to coach and develop your team of Customer Service Leads and Customer Service Assistants/Specialists.

The Role

• Lead, coach and develop a team of Customers Service Leads, Specialists and Assistants, continually upskilling, embedding core customer service values and skills to the team to achieve customer excellence.

• Empower and motivate your team to have autonomy to deliver success and be a high performing team with a customer centric culture at the heart of everything they do.

• Deliver and maintain collaborative working methodologies with internal stakeholders to deliver process improvements to drive efficiency, performance and enhance the service delivery.

• Deliver and embed the Customer Service Strategy within the CS Team and define expectations that is aligned to our mission statement.

• Have clear performance measures and metrics in place to proactively identify risks, improvement areas (people, performance or process) and complete root cause analysis and take action to resolve and mitigate against future risk.

• Be a point of senior escalation to ensure customer complaints are resolved successfully and in a timely manner. Identify root cause and implement required solutions to mitigate future risk Implement and deliver a service strategy to develop, evolve and deliver tailored services for each of our core sectors to meet their changing need and grow our customer base.

• Work with internal and external stakeholders to deliver an improved digital customer experience through an enhanced web portal designed to meet the needs of different customer sectors

• Increase Customer Satisfaction and NPS scores by understanding the end to end journey for each customer sector, identifying risks and overcoming challenges to improve the customer experience