Service Centre Manager
Crick, Northamptonshire
This vacancy has now expired. Please see similar roles below...
- Manage and coach the management team to oversee the day-to-day operations of all Service Centres, including work allocation and prioritisation.
- To report, analyse and resolve system, customer and operational issues that impact service quality. Working with all Team Leaders to identify where departmental processes can be streamlined, refined and improved. Ensures that there is a culture of continuous improvement and that all processes are subject to both BPR (Business Process re engineering) and a regular auditing process.
- Meet weekly with the National Accounts Operations Manager, and Shift Managers, to review performance key metrics against plan, reasons for variance and implementation of necessary corrective action.
- To invest time and maintain a clear strategy to grow the Centres over time, ensuring a consistently high level of service to customers, irrespective of the increased work volumes.
- To work with the Shift Managers to ensure that there are effective processes in place for; recruitment, induction, training and the maintenance of quality standards. Ensures that the best available staff are recruited and that the Service Centre become a local employer of choice.
- Proactively work with the National Accounts Team to determine which potential accounts to accept into the Service Centres, based on key metrics e.g. monetary size of account, potential growth, ability to service etc. and to attend all relevant meetings.
- Excellent communication skills who puts their team and customers at the heart of every decision made, and have the ability to converse with key stakeholders in a professional manner at all levels.
- Proven track record in delivering outstanding customer service, with an analytical approach to situations.
- Strong project management background with a clear understanding of Service Level Agreements to ensure the Service Centre can operate to its full potential.
- Strong leadership and people management skills and the ability to converse at all levels.
- Experience of customer service process improvement/ BPR (Business Process re- engineering).
- Previous experience of practical customer service experience at a managerial level, and managing a diverse range of enquiries associated with web sites.
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Building better communities
Our businesses span the trade, home improvement and DIY markets and our aim is to offer the best for our employees, customers, suppliers and the communities around us which helps bring our strategy to life.
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