Customer Services Manager
FTC - 6 months
Job Outline and Challenges:
Manage workload through a number of channels such as telephone, on-line and written correspondence ensuring the investigation and resolution of customer complaints (common and complex) meet the expectations of the business, customer and third party requirements.
Ensure that each interaction with our customers' exceeds their expectations and delivers Service Excellence to achieve and protect brand reputation and maximise retention of the customer base.
Deliver against customer centric performance measures with the support of the Area Customer Relations Manager and colleagues.
Take responsibility for each customer and be accountable for their end-to-end journey through the complaint handling process.
Communicate with customers effectively via phone, letter and email.
Demonstrates the Company's purpose and values
Demonstrates a sound knowledge and understanding of compliance within FCA regulations
Demonstrate positivity and enthusiasm about new and/or challenging tasks, and remains composed and professional when dealing with challenging customers
Good knowledge of business processes and systems (Siebel, Banner, WMIS & AW) Ability to communicate with customers via different mediums including written communication
Ability to manage workload independently, whilst being supported by the Area Customer Relations Manager.