Shift: Sunday 6am to 3.30pm, Monday to Wednesday 7.As a Customer Service Manager within our International department, you’ll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact on our customers worldwide.
You will also have the exciting opportunity to collaborate with our international teams across Pune, Poland and Manchester, working together to drive innovation, success, and global impact.Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.Support the recruitment process to ensure the right talent is brought into the team.Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.We are looking for someone who is as passionate about people management and customer service as we are.
Experience in a similar Customer Service Management roleStrong ability to recognise and deliver best-in-class service with the customer at the centre of decisionsNaturally flexible, committed, and comfortable with embracing changeStrong planning, organising, and prioritising skills to manage workloads dynamicallyProficient in data interpretation and using insights to drive improvements
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. All successful applicants will be subject to criminal & credit checks in line with our Reference Policy….