Customer Service Operations Manager

Job Description

We are seeking a Customer Service Operations Manager to lead our customer service team in Inverness. The ideal candidate will have a proven track record in managing customer service operations and enhancing customer experience.

Responsibilities

• Oversee the day-to-day operations of the customer service department.
• Implement training programs for staff to improve service skills.
• Ensure compliance with company standards and customer service regulations.
• Assess and improve customer service processes for efficiency and effectiveness.
• Lead team meetings to address performance issues and share best practices.
• Manage budgetary requirements for the customer service operations.
• Utilize customer feedback to enhance the overall service strategy.
• Coordinate with product teams to facilitate better service delivery.
• Engage with key stakeholders to align customer service objectives.
• Motivate and inspire the customer service team to perform at their best.

Requirements

Education

• Bachelor's degree in a relevant field
• Master's degree in Business Management is advantageous

Experience

• 5+ years in customer service environments, with at least 2 years in a managerial role

Technical Skills

• Project Management Software
• Performance Metrics Analysis

Soft Skills

• Adaptability
• Conflict Resolution

Certifications

• Customer Service Excellence Certification
• Lean Management Certification

Languages

• English: Fluent

Advantageous

• Understanding of customer service compliance regulations: Knowledge of industry standards and regulations related to customer service.
• Proven track record of improving customer satisfaction scores: Evidence of successfully implementing strategies that enhance customer satisfaction.

Benefits

• Healthcare provisions for employees
• Cycle to work scheme
• Staff discounts and perks
• Wellness initiatives
• Career progression opportunities

Company Culture

• Open communication: We encourage open dialogue and feedback across all levels of the organization.
• Recognition and rewards: We recognize and reward our team members for their contributions and achievements.
• Work-life balance: We strive to maintain a work environment that supports a healthy work-life balance.