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Customer Experience Analyst / Customer Service Manager

  • Location: Stafford, Staffordshire
  • Sector: Engineering
  • Position: Administrator
  • Salary: £16.41 - £17.94 per hour
  • Job type: Contract
  • Job reference: CUANSTAFF_1583399153
Job description

My client is a leading supplier of consulting and infrastructure support services both in the UK and internationally. They have been in business for over 100 years and continue to serve the communities they work in, whatever the weather and whatever the challenge. They cover a range of sectors including; Utilities, Environmental & Waste, Facilities Management, Engineering, Transport and many more.

My client is looking this for this individual to manage the delivery of customer service through a team of customer service operators and team leaders. Some of the other main duties will be:

  • Monitoring all aspects of customer service performance, increasing customer satisfaction, improving operating efficiency, reducing waste, maximising margins and implementing agreed changed when opportunities arise.
  • Manage compliance with and reporting against all appropriate KPIs
  • Manage the customer service team to ensure it delivers excellent customer service by:
    • Meeting and exceeding the agreed customer service targets through designing/reviewing and implementing effective customer focused processes
    • Managing the response to incoming telephone calls to ensure that the calls are answered quickly and as efficiently as possible, minimising call waiting times and reinforcing an end to end positive experience
  • Ensure all members of the team communicate effectively with the customer in order to manage their expectations
  • Effectively manage costs by:
    • Managing costs to budget or below
    • Forecasting and analysing data against budget figures to identify trends and enable effective action to be taken
    • Running, Monitoring and acting upon management reports - including escalating issues when appropriate

The right candidate will ideally have:

  • Proven line management experience
  • Preferably managed a customer focused call centre
  • Preferably have ILM Level 5 or equivalent qualification
  • Proven IT skills

If you are interested in this position then please apply or for more information then please contact Jack Brown at PSR Solutions on 01785 715505