Job Posting Details

Senior Customer Services Manager (Client Services)

This Posting Has Closed

Company:	Douglas Jackson	Posted:	Tuesday, May 29, 2012
Location:	Lichfield, Staffs, United Kingdom	Closing:	Friday, June 29, 2012
Reference #:	DJMA1365

Job Details:

Employment Type:	Permanent, Full Time
Work Times:	Undetermined
Hours Per Week:	40
Hourly Rate:	Undetermined
Yearly Earnings:	50,000.00 GBP
Extras:	Bonus

Job Description:

Job Ref: DJMA1365

Job Title: Senior Customer Services Manager (Client Services)

Location: South East

Salary: to £45-50,000 base, + 20% bonus

This is a newly created opportunity to join an organisation currently undergoing major change and looking to build a dedicated Customer Service team to focus on giving the best possible service to their customers. This role will be responsible for helping to develop the customer experience along with the customer journey, process and procedures and then will build a small team to manage a multi-media, multi-channel customer contact. The Customer Operations will be a non scripted highly consultative B2B solutions environment and as such will need a highly engaged, empowered team to deliver best in class customer service.

Some of the Responsibilities will include:

To lead and manage front line, e-support and client services portfolio development for UK and international customers.
Responsibility for capacity planning for the team and department.
Delivery of Client Services KPIs including customer satisfaction.
Reporting trends and feedback as recommending continuous improvements to senior stakeholders.
Liaise with senior Directors on scheduling planned support activities and ad-hoc work.
Work collaboratively with Marketing, Operations and Sales Support teams to develop the very best initiatives for clients.
Develop train and support your team to continually improve service provision.
Design and drive best practice across a multi-channel contact centre environment.

If you are interested in applying for this exciting new role and leading this new department, you will need to have a proven track record working within a large fast paced multi-channel contact centre environment, with a thorough understanding of the contact centre fundamentals regarding full operational management, across voice and non-voice, social and web channels. You will be a customer service champion who can demonstrate where you have delivered excellent service through contact centres and customer service operations and have been able to carry out detailed customer service analysis to drive continuous improvements and call volume reductions. You will need excellent leadership, communication and influencing skills and be happy working with a fast paced, rapidly changing environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com . We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

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