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
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