Customer Service Centre Manager
Reliancehightech
Customer Service Centre Manager
Salary Not Specified
Reliancehightech, Bracknell, Bracknell Forest
- Full time
- Permanent
- Onsite working
Posted 1 week ago, 5 Sep | Get your application in now before you're too late!
Closing date: Closing date not specified
job Ref: ded87b49dd2d4f2399396b6c9d3e9b71
Full Job Description
- Manage direct reports, including sickness management, Holiday approvals, probation reviews and all other aspects of people management.
- Responsibility for TEAM recruitment.
- Support the Regional Service Managers in driving efficiencies through efficient Customer Service Centre management
- To support the Customer Service Centre in achieving performance metrics and monitor performance.
- Coach and develop staff and produce development plans where appropriate.
- Correspond with customers as a point of escalation.
- Support management in producing reports for both internal use and for client distribution.
- Manage the upkeep of customer contracts and other data within the Job Logic system.
- To communicate with the Head of Service if the Service Desk KPI's require attention.
- Responsibility for preparing and sending annual customer maintenance contract renewals
- Responsibility for preparing and sending annual Customer subscription renewals
- Escalate issues where appropriate to the Head of Service or relevant person and advise of any potential problems, in a timely manner to avoid failures.
- Operate and implement processes to ensure efficient working practices.
- Continuously reviewing the current business processes to ensure effective working practices.
- Working with the IT team to implement practices using technology to achieve better working practices, increase efficiently and increase accuracy
- To produce training manuals as required
- Responsibility for Business Continuity and contingency planning to include TEAM training and additional support
- Attend online meetings with the customers when required
Customer Focus - Delivering Objectives
- Communication with others
- Work balancing
- Working with others/Team Player
- Reliable and trustworthy
- Accountability
- Innovative think/Solution Oriented, 3-5 years' experience working in a customer or CAFM focused role
- 3-5 years of supporting a mobile engineering workforce via remote diagnostics
- Team management experience
- A sound knowledge base in Security & IT systems
- Literate and numerate
- Excellent organisational skills
- Excellent communication both verbal and written
- Confident in communicating with customers and director level management
- Ability to work to deadlines, balancing different priorities
- Ability to deal with confidential information
- To work well under pressure
- Degree standard of education or equivalent
- Numerate with experience of MS office
- Understanding of data mapping and structure
- Experience of working with SLA's
- Self-motivated
- Trustworthy
- Team Player
- Willingness to learn