Senior Customer Service Manager

Who we are looking for
A Customer Service Manager, who will be responsible for maintaining operational efficiency and standards within the team, and delivering the highest possible standards of customer service.
As a leader, you will be pivotal in shaping the customer journey, enhancing satisfaction, and fostering a culture of excellence within the department. Reporting directly to the Senior Customer Contact Manager, your passion for delivering outstanding customer service will be key. You will also ensure that the Company's customer service ethos is consistently upheld, helping to maintain the high standards that define our reputation for excellence.
This is a unique opportunity to be part of our exciting growth and play a key role in shaping the future of customer service within the customer service team as we expand across the US.
Preferred skills and experience
Strong planning, organizational, and time management skills.
Self-driven with a strong ambition to succeed.
Capable of meeting high standards within set deadlines.
Experienced leader with a proven track record in people management.
Exceptional verbal and written communication skills.
Skilled in team management and making effective decisions under pressure.
Proficient in analyzing data from various sources to make well-informed decisions.
Ability to maintain compliance with individual licensing requirements according to regulations.
Main Responsibilities
Achieving set objectives and assisting the Senior Customer Contact Manager in defining them.
Inspiring and developing a team to achieve departmental goals and enhancing the customer contact experience.
Maintaining a high level of knowledge of the department's policies and procedures by collaborating with other managers across the Company to enhance internal processes and procedures.
Establishing a framework for effective succession planning, ensuring fair promotion opportunities and that staff are developed for future advancement.
Proposing, developing and implementing new ideas to drive departmental growth and efficiency while maintaining exceptional customer service.
Investigating potential technical issues, raising service delivery hindering concerns, contributing to solutions, and collaborating with senior management.
Reviewing and analyzing customer contact management to identify areas for improvement.
Serving as a point of escalation for customer issues raised by Deputy Managers and Supervisors.
Fostering a culture of positive change by encouraging team members to embrace new initiatives and collaborate for continuous improvement.