Macildowie are currently recruiting for a Customer Service Performance Manager who will monitor performance across the group. You will identify areas of under-performance, providing guidance, coaching and system / process training to drive customer satisfaction to ensure consistent and efficient compliance with group's standard processes.
This is a national role which will require extensive travel covering all of England, Scotland and Wales.
THE ROLE & YOUR RESPONSIBILITIES:
Monitoring performance in order to recognise top performers, as well as areas where improvement is required.
Undertaking inductions with all new Customer Care staff within agreed timescales, including system training.
Spending time in every Division to review the application of standard process & procedures and consistent use of the internal system.
Provide coaching and training where required and/or agree action plans to drive performance improvement.
Liaising with Division Directors and Managing Directors to resolve ongoing performance issues that require further escalation.
Delivery of Divisional training where any changes to policy & procedures cannot be covered simply by Group Memo and briefing documentation.
Assisting with the delivery of quarterly training alongside Group Learning & Development to all new starters within three months of them joining.
Identification of areas where a new training intervention is required (e.g. Legal Issues and or Insurance Claims) and liaise with Group Customer Experience team to scope and develop.
Ownership for the customer care email account and log / acknowledge all incoming Group Complaints within 2 working days of receipt
Ensuring Divisions are reminded of response deadlines 2 working days before they are due.
Monitoring Group Complaint reports to ensure complaints are being actioned at appropriate intervals intervention with Divisions where performance is below expected levels.
Creating monthly reports for Executive Board pack and Regional Managing Directors Board pack.
Delivery of bespoke training sessions where a Head of Customer Care Assessment Visit indicate an area of under-performance, a lack of compliance or a lack of understanding.
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
In order to be considered for this position you must have the following experience:
- Extensive evidence of success in driving performance is required
- Good interpersonal skills and proven ability to influence senior stakeholders and drive performance
- Strong customer service background
- Understanding of Divisional Customer Care environment
- Training/coaching background would be useful but not essential
- Analytical, with strong attention to detail
- Flexibility for travel is essential
It would also be a benefit if you have construction industry experience.
If you feel that you have the relevant skills needed for this position and would like to hear more then please forward your CV over to me
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.