Customer Service Manager

Omnia are looking to recruit a Customer Service Manager to lead, motivate and develop a team of customer service advisors to deliver excellent customer service while achieving agreed performance, quality and operational targets. Key Responsibilities ·Lead and manage a team of customer service advisors on a day-to-day basis. ·Set clear performance expectations and ensure team members meet agreed KPIs and service standards. ·Monitor individual and team performance, including call quality, productivity, attendance, customer satisfaction and service levels. ·Provide regular coaching, feedback and support to improve employee performance. ·Conduct one-to-ones, performance reviews and return-to-work meetings where required. ·Identify training and development needs and work with management to address skills gaps. ·Support the recruitment, induction and training of new team members. ·Manage escalated customer complaints and resolve issues professionally and efficiently. ·Ensure all customer interactions comply with company policies, procedures and regulatory requirements. ·Produce and review performance reports, identifying trends and taking appropriate corrective action. ·Allocate workloads and ensure adequate team coverage throughout the day. ·Work closely with other departments to resolve operational and customer issues. ·Communicate business updates, process changes and company objectives to the team. ·Promote a positive, inclusive and customer-focused working environment. Essential Skills and Experience ·Previous experience in a customer service environment. ·Previous supervisory or team leadership experience. ·Strong communication and interpersonal skills. ·Ability to motivate, coach and develop employees. ·Experience working with performance targets and KPIs. ·Strong problem-solving and decision-making skills. ·Ability to handle difficult customers and complex escalations. ·Good organisational and time-management skills. ·Ability to work effectively under pressure in a fast-paced environment. ·Good IT and administrative skills, including experience with CRM/contact-centre systems. Personal Attributes The ideal candidate will be: ·A confident leader who can motivate and inspire others ·Customer-focused with a strong commitment to service excellence ·Approachable and supportive while maintaining appropriate management standards ·Results-driven and comfortable working towards challenging targets ·Calm under pressure and able to manage difficult situations ·Fair and consistent when managing people and performance ·Proactive with a continuous-improvement mindset ·Professional and organised with strong attention to detail JBRP1_UKTJ