Macildowie are looking for an experienced Customer Service Manager working for a medium sized business within Leicester. You role will be to own and manage the customer service team, processes and martketplace relationships.
This is a permanent full time position.
THE ROLE & YOUR RESPONSIBILITIES:
Ensure all Marketplace accounts are active and trading.
Manage Customer Service team of 17 and Translation staff to ensure work is correctly prioritised and completed to the correct standard.
Liaise with the management team on new business and ongoing issues.
Measure our carrier partners performance.
Working with the business development team on the on boarding of new partners to provide the business with a quick implementation time.
Manage escalations from team across the various business elements to completion.
Plan resource for seasonal activities, while understanding commercial implications.
Establish best practice sharing across the team.
Comprehensive understanding of key performance matrix's
Demonstrate continued process improvement, being involved in the detailed.
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
In order to be considered for this position you must have the following proven experience:
Have experience of managing a team of customer service advisors
Be actively engaged in liaising with customers at all levels and with numerous internal departments via the telephone, email and face to face
Must possess credibility with senior decision makers
Have excellent attention to detail
Be well organised and can prioritise your workload and the teams
Be confident on all Microsoft Office such as Excel, Powerpoint, Word and also CRM
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.