Customer Support Operations Manager

Here at UKSBS we place our customers at the heart of everything we do. So, our Customer Support teams are critical in ensuring we deliver a great experience, each, and every, time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our 'single front door' and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people, who empathise and respond to customers in the most effective and appropriate way.

Working in the Customer Contact Centre you will manage a high performing customer focused team whose aim is to provide ease of interaction with professional, clear advice and guidance. Our teams are at the centre of what we do and heart of the business. You will be leading our Finance, Procurement, HR and Payroll teams that are the first point of contact for our customers and clients when they can't find answers themselves. They rely on us to give them support when needed to resolve their queries right first time. As well as exceeding expectations on enhancing our customer experience.

Do you have experience of leading and developing a customer focused team in a contact centre? Do you have a passion for driving excellent customer experience?, To be enthusiastic and passionate about customer service and wanting to deliver a great experience for our customers
The ability to successfully lead and manage Team Leaders and their teams in a complex, fast paced, high volume, customer focussed environment
A background of leading teams in multi channel contact centre environments along with awareness of effective customer journeys to enhance customer experience
Ability to build positive relationships with clients and colleagues with the ability to confidently influence and drive change when required
The ability to work with Team Leaders to implement effective performance management, including coaching, training and objective setting
The skills and knowledge to successfully lead and manage a performance driven team/s to achieve individual performance goals and service delivery KPIs, SLAs and other delivery targets
The ability to analyse, interpret and present performance data while developing effective solutions to enhance customer experiences
The confidence and skills to maintain an inclusive work environment where your teams are engaged, valued and enabled to contribute to the success of the service

In return for your skills and experience, we can offer you the opportunity to expand your knowledge and develop your career . We value our employees and recognise the importance of career development and progression, now and in the future. If you are joining our management team, there is opportunity to receive coaching and mentoring as well as a variety of internal and external training opportunities.

Our standard working week is 37hrs Mon - Fri, we offer a a hybrid working model which offers flexibility to work at home and come into the office one day a week. Some of the team work remotely from home and come into the office once a week and some of us prefer to be in the office more often. We think it is important that you have the option to choose what works best for you., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.