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  • Service Centre Manager

  • Business: P&H Division
  • Sector: Customer Services
  • Location: Crick, Northamptonshire
  • Salary: £Competitive + Benefits
  • Hours of work: 40
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 09-Dec-2019
  • Job reference: 24070

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Job Description

Role: Service Centre  Manager 
Location - Crick, Northamptonshire M1 (Jct 18) 
Hours: 40 per week, Monday to Friday
Salary: £Competitive inc Excellent Benefits 

PTS is a leading distributor of domestic plumbing and heating products to a varied customer base  including major contract customers, house builders and housing associations. With a network of branches, PTS is ideally placed to meet the needs of customers, wherever they may be, we also offer a fast and efficient on time in full delivery service to all our users.  
We are recruiting an experienced Customer Service Centre Manager who is motivated, driven and looking for the next step in their career,  who has previously coached, developed, supported and motivated team leaders within an inbound customer service contact centre environment. 

The role;

To be successful in this role you will manage a team of 3 Customer Service Team Leaders and circa 22 Customer Service Advisors across multiple teams across the National Service centre at Crick. You will play a fundamental role to oversee the whole operation and ensure all  essential elements for one of our main contracts - British Gas are achieving KPIs within a timely, efficient manner, by doing so you will attend relevant meetings and produce reporting for all necessary management Information and be up to date with British Gas initiatives and strategies together with industry changes and regulations.

  • 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.
It would be great if you had;

  • 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.
Why you should come and join us;
As part of the Travis Perkins Group, one of the UK's leading companies we’ve got the supportive culture of a family run business and an entrepreneurial mindset. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20+ leading businesses including Travis Perkins, City Plumbing Supplies, PTS, Primaflow F&P, Wickes and Keyline and we operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.

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