Assistant Customer Service Manager

Do you have current man-management experience in a role where you are supervising staff?

Have you got experience in reviewing processes and procedures and are you experienced in stream-lining and looking at the business strategically and analytically?

50% of this role is care-taking other Team Leaders as well as having responsibility for your own team and the other 50% is more commercially-based.

37.5 hours Monday to Friday, 10.30am to 6.30pm four days per week and 11:00am to 7:00pm one day per week – with half an hour for lunch.

The Role

• Providing excellent customer service in line with departmental standards, procedures and guidelines
• Day to day running of the Evening Shift through the management of the Team Leader. This will require a flexible approach to your working hours
• To manage all assigned Customer Service teams including but not limited to leadership, recruitment, induction, motivation, retention, resource planning, competency framework, reviews and absence and performance management through the Team Leaders
• Cover for the daytime Team Leaders during periods of absence and annual leave
• Deputise in the absence of the Customer Services Manager
• Have full knowledge of all procedures & systems within the department and suggest improvements to processes and procedures
• To provide reports as required by management
• Support and effectively communicate company decisions
• Perform any other tasks reasonably requested by the company as required

What we would expect from you

• Management and leadership skills with the ability to motivate and engage others
• Passionate about customer service, highly motivated and dynamic
• Previous experience with systems, databases and producing reports Customer service background
• Flexible and adaptable towards workload
• Excellent communication, oral and written
• Highly organised with the ability to work independently
• Can demonstrate coaching and mentoring abilities
• Strong influential and persuasive skills
• Proactive with a ‘can do’ attitude and the ability to work under pressure
• Proven experience of reviewing existing training programs and successful implementation of new and improved programs
• Proven analytical skills in relation to reviewing and implementing new departmental processes.
• Demonstrable strong decision making skills and issue resolution
• Previous experience with systems, databases and producing reports. Customer service background with proven up-selling skills.

Benefits

• Contributory Pension Scheme
• Private Health Care
• Child Care Voucher Scheme
• Life Assurance
• Modern office facilities
• Subsidised canteen
• Free parking onsite

Hours

• 37.5 hours Monday to Friday, 10.30am to 6.30pm four days per week and 11:00am to 7:00pm one day per week – with half an hour for lunch

Salary

• Up to £32,000 per annum DOE