CUSTOMER SERVICES MANAGER with a proven track record of effective management within the insurance and retail sectors. Well versed in managing and leading large teams to provide exceptional services and productivity levels with a drive to continually improve processes for efficiency. Leads, motivates and manages a dedicated team of 12 Customer Service Agents. Makes certain that all customer communications are managed efficiently to meet all SLA's. Develops the team to conduct work in-line with FCA guidelines and regulations. Acts as the main point of contact for escalated queries when a team member is unable to resolve a customer service issue and a higher degree of authority is required to manage customer expectations. Conducts staff appraisals, manages performance and disciplines staff. Ensures KPI's are met through structured reviews of personal development plans.
MEP - Management Effective Programme. Introduction to Management.
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