Job Title: Customer Relations and QA Manager
Location: Nelson, Lancashire
Salary: Competitive + Benefits (29 days holiday including bank holidays, pension and life assurance)
Job Type: Full Time, Permanent (Monday to Friday, occasional weekend cover required)
The company provides world class and progressive communications solutions for their client base. From rapid time-to-market delivery of communications apps, to global management of low-cost voice, data and SMS, they keep businesses and consumers connected across the globe. They work with some of the best-known brands to deliver cutting edge products which provide real value to both the brand owner and end-user.
They are currently looking to hire a Customer Relations Manager with a passion for customer engagement and quality service.
Main Responsibilities:
- Leading, developing and motivating the customer service team to deliver an effective, high quality customer experience aligned with their values and purpose
- Taking a lead role in monitoring quality standards across the customer facing operations
- Conducting 1st and 2nd line quality assurance reviews of customer service team and the customer service delivered to their customers and ensuring quality assurance checks meet the agreed standards
- Producing daily, monthly & quarterly quality assessment and department quantitative reports, identifying opportunities for continuous improvement and working with senior management to identify trends and root causes of quality, regulatory or process failings
- Liaising with all departments and management to provide strategic and informative direction on initiatives that will enhance the customer service performance, proactively identifying potential issues and addressing them to improve working practices and streamline end to end delivery promoting first call resolution
- Design and implement quality tools and standards to assess and deliver the highest standards of quality in calls, emails and social customer contacts
- Ensuring agents reach their set KPIs including SLA’s and reporting any failure to HR
- Managing data protection procedures within the department, ensuring that data protection is upheld and maintained according to GDPR regulatory requirements
- Managing absence and lateness by ensuring completion of absence and lateness forms and ensuring process are followed and adhered to
- To conduct and ensure that Advisor reviews and QA are completed with all advisors and development ensues
- Navigating relevant software applications to research appropriate resolutions, evaluate results and comment on reporting
- Analysing call, ticket and chat statistics in line with staffing level and reporting findings to Service Delivery Manager
- Departmental adherence to company guidelines and procedures including company wide and department specific product procedures
- Ensure agents cases & tasks are completed within the specified SLA on the customer systems, establishing a culture of high-performance that focus on both fiscal and behavioural KPIs
Key Requirements:
- Proven previous experience in a Customer Services Manager role is essential
- Experience of developing and monitoring KPIs
- Previous experience in the Telecoms industry is desirable
- Experience in managing GDPR compliance administration processes
- Proven ability to lead a customer-focused team within a multi-skill environment and experience in developing and supporting team leaders.
- Excellent communication skills
- Evidence of supporting continuous business improvement and delivering high-performance standards
- Ability to plan and organise your time efficiently
- Windows and Microsoft Office knowledge is essential including strong Excel skills
- A good attention to detail and problem-solving skills with proven ability to analyse data and results based on team statistics
- Experience producing qualitative and quantitative reporting on performance and monitoring industry trends
- Hold a genuine passion for delivering outstanding customer experiences with a strong customer service focus and proven ability to promote this within a team
- Digitalk and Freshdesk experience is desirable as is experience in the International Calling Services industry
Please click on the APPLY button to send your CV and Cover Letter for this role.
The company is an equal opportunities recruiter and welcome applications from all suitably skilled applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Data Notice The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.
Candidates with experience of; Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Services support, Customer Service Manager, Customer Service Representative, Customer Support, Client Services Manager, Customer Service Advisor, Customer Service Consultant, Customer Service Coordinator, Customer Aid Manager, Customer Support Manager, Customer Services Officer, Senior Customer Services Advisor will also be considered for this role.
