Customer Service Manager

Bluecrest Wellness Worthing United Kingdom Contact Centre Hybrid
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Company Description

An organisation with a strong purpose, vision and goal - we're all about living health confident.

Position

Customer Service Manager

Worthing, West Sussex

Full time, Permanent

Up to £40,000 per year plus a £5,000 pro rata performance bonus (paid quarterly)


About the role


This is a key management role in the customer service function, reporting into the Head of Customer Service

The main purpose of this role is to manage our current customer service teams, while playing a crucial role in the transformation of our customer service strategy to create a high performing, seven-day service operation that delivers an outstanding sales/booking and customer service experience that act as key drivers for growth. Through the bringing together of the two existing customer service teams the Customer Manager will oversee the customer service delivery for the entire organisation and will also support the customer experience function as it matures into one that oversees our customers experience and drives continuous improvement for all our different customers, not just our traditional consumer customers.


The Hours


  • 37.5 hours per week any times within the operational hours
  • Operating hours fall between 08:00 – 20:00, Monday to Sunday
  • Hybrid – 1 day per week in the office

What we can offer you in return*

  • A competitive salary of up to £40,000 per year
  • A pro rata performance based bonus of £5,000 per year (paid quarterly)
  • Four free Health Assessments per year, which can be used by yourself, family or friends
  • A further 50% off any additional testing
  • 23 days annual leave, rising to 25 days after 1 year, and rising an extra day each year up to 28 days – plus bank holidays on top!
  • Sophos@Home protection
  • EAP Scheme
  • Company sick pay scheme
  • Enhanced family leave
  • Life Insurance
  • Employee referral bonus scheme of up to £1,000
  • Matched company pension (up to 5% or up to capped amount)
  • Cycle to Work Scheme
  • Employee Charity Sponsorship Scheme
  • Discounted Gym Membership
  • Home office allowance – yearly allowance of £130 to make working from home more comfortable!

*After qualifying period & subject to terms and conditions and/or eligibility.

Responsibilities


The Customer Service Manager will be responsible for ensuring all contact points with our customers meet agreed service level standards and deliver excellent customer service regardless of the medium through which our customers choose to engage with us – phone, email, text, letter etc. They are also responsible for ensuring that key processes are fully documented and are handled effectively by the teams and line with service level agreements. These service level agreements may differ depending on customer type and any specific contractual commitments to key strategic partners.


The Customer Service Manager is responsible for embedding improvements identified through the customer experience function into our service offer, as well as embedding and refining our revised complaints process and approach to complaints handling.


The Customer Service Manager will also work closely with the broader customer service management team, as well as colleagues across the business from Finance to Governance, Marketing to Operations, Clinical to Technology and HR. They will need to support the strategic direction of the business that demands that we build on our strengths to exploit untapped potential by:


  • Re-framing our vision and positioning.
  • Re-energising and motivating our teams.
  • Extending our value proposition.
  • Extending our core business model.
  • Delivering a modern service experience.
  • Harnessing the benefits of digital business.
  • Focusing our efforts on new growth potential.


Job Definition


  • To manage an aligned customer service function supporting the demands and needs of all customer types and segments at all stages of the customer journey.
  • To support the further development of the customer experience function into one that oversees our customers experience and drives continuous improvement for all our different customers, not just our traditional consumer customers with net promoter score (NPS) as a key metric.
  • To ensure that the customer service teams are appropriately resourced and that the resource is managed and deployed effectively to meet business requirements and our plan to deliver a 7-day operation.
  • To ensure that effective incentive schemes are agreed with key stakeholders in the business and aligned to the strategic plan.
  • To ensure that all key processes are effectively documented, with clear responsibility and accountability and key stakeholders consulted with and informed of the approach and service level agreements.
  • To ensure that key processes are regularly reviewed to ensure they remain relevant, effective and in line with expectations from internal stakeholders, partners and regulators.
  • To ensure customer service functions are meeting service level agreements performance targets and quality objectives, including average wait time, abandon rate, call quality standards and case management.
  • To ensure that key sales metrics are delivered in line with the strategic plan, including revenue, conversion, up-sell rate and revenue per assessment, across both in-bound and out-bound activities.
  • To lead, develop and motivate the management team (including team leaders) to ensure that they are well equipped to effectively support their teams to deliver a best-in-class service across all stages of the customer journey.
  • To ensure that all customer service staff receive robust, effective and timely training from induction and initial training to on-going development. This must include regular 121s and effective performance management.
  • Working pro-actively to drive performance standards across the relevant functions to drive sales and provide outstanding service to all customers, by analysing data and key metrics, in close alignment with the data and insights team.
  • To ensure that all customer complaints are handled quickly and efficiently and in line with the revised complaints process.
  • To ensure that all complaints data is analysed effectively, with trends and opportunities for improvement identified and actions managed through tools such as the JIRA non-conformance process and the quality improvement tracker.
  • To maintain a clear understanding and active awareness of key regulatory requirements including the new single assessment framework from the Care Quality Commission (CQC) and to ensure that all customer service staff understand the framework and the roles they play in ensuring our adherence to the standards required and our aim to receive an outstanding rating. Also to maintain a detailed understanding of other regulatory and legal requirements under the ICO and GDPR.

Requirements

  • Proven experience managing a customer service team.
  • Proven experience managing a team in a call centre environment.
  • Significant experience of managing a customer service team that supports a multi-channel approach with B2C, B2B and partnership customers.
  • Excellent management skills with the ability to coach, mentor and develop team members.
  • Excellent sales/persuasion, presentation, and negotiation skills.
  • Strong listening skills to ensure client needs are fully understood and considered.
  • Dynamic and performance/results-oriented individual.
  • Commercial awareness and good knowledge of competitor activity and market conditions.
  • Excellent verbal and written communication skills.
  • Work well under pressure towards deadlines.
  • Proficient in use of Microsoft Office tools.
  • Strong organisational and prioritisation skills.
  • Works well in team environment.
  • Personal integrity and pride in work.
  • Excellent planning and organisation.
  • Ability to work well under pressure.
  • Full driving licence.

Other information

The next steps…


So, if you think you’ve got some exceptional skills to offer us and Bluecrest feels like a place where you can belong, we’d love to learn more about you. If your application is successful, the next steps will be a call from a member of our recruitment team to have the chance to get to know each other even better!


Equal Opportunities


Bluecrest Wellness is a proud promoter of the Equality Act 2010. We believe in fair treatment of all our employees and commit to promoting diversity in our employment practices. We do not discriminate in employment based on race, religion, sexual orientation, national origin, political affiliation, disability, age, marital status, medical history, parental status or genetic information.


We base all our employment decisions on merit, job requirements and organisational needs.


Our mission at Bluecrest is to welcome everyone and create inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.


Other Info


The post you are applying for is exempt from the provision of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001 and therefore all convictions, cautions and bind-overs, including those regarded as ‘spent’, must be declared.


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