Manager - Customer ServicesGlasgow   £25,000

THIS VACANCY IS TO COVER MATERNITY LEAVE

Working in the South Side of Glasgow for a large financial organisation.  Your role as a Customer Service Manager will be to lead, motivate and manage a team of 60 Customer Service Team Leaders and Advisors.

Experience

• Customer Service experience within a call centre environment
• Strong people management experience
• Highly motivated
• Ability to make accurate decisions
• Have well-developed problem solving techniques

Responsibilities

• Review and plan team workloads to ensure the continuous delivery of agreed service levels.
• Ensure that the recruitment, training and development of Customer Service Advisors are to the required standard and are appropriately trained to achieve service levels.   
• Review and assess individual and team performance on a regular basis to ensure objectives are achieved.
• Motivate individuals and team to encourage ongoing achievement of results, good morale and low labour turnover.
• Communicate and liaise with team members, other departments and the management team to facilitate effective communication of relevant issues within the department and with other areas of the business.
• Produce relevant and concise management information - e.g. Key Business Indicators.
• Adhere to HR policies and procedures ensuring a fair and consistent approach to managing staff is adopted all times.
• Process and compile payroll for Customer Focus Department.
• Carry out monthly 1-2-1s, team meetings and support for Team Leaders
• Authorise refunds from £1000 - £5000 and Chaps Payments
• Ensure that departmental budgets and headcounts are adhered to

 This role is to cover maternity leave.  You will be required to commit to a minimum of 6 months to 1 year.

Contact

lease submit your CV via the link below.  Your aplication wil be sent to Cath Lawrie

Job Reference     CL/CSM