Senior Manager Customer Services - SME

Capita's key client is currently recruiting for a Senior Customer Services Manager for a 6 month piece of work, to be based in Exeter or Worthing. The person in the current position is being taken onto another piece of work in the business; therefore we are looking for a replacement during this time.

There will be a full operations team beneath you and the client would like someone to come in and keep the business running as usual in both Exeter and Plymouth. You will be leading the forecasts for the immediate future whilst making sure the Service Levels and performances maintain their high standards. You will also be working on risk and governance.

The candidate must be used to managing and leading a large number of workers. The headcount for this piece is around 200. You will have four direct reports, whilst reporting into the SME Director.

Key Responsibilities:

- Ensure all activities are conducted in line with Safe for All policy
- Responsibility for the delivering and driving forward the customer service strategy
- Lead a robust and challenging medium term plan
- Manage engagement levels of all customer service employees whilst ensuring that appropriate recruitment, performance management, coaching and training is in place
- Develop and nurture talent across the Customer service operation
- Accountable for maximising customer service performance activities within all operational areas of SME
- Accountable for driving forward the understanding of customer & industry data to optimise business performance
- Accountable for managing customer service, billing and customer data performance within SME
- Accountable for designated external partner contracts and providing a contract negotiation and management service
- Accountability for management and monitoring of budget (capex and opex) ensuring accurate forecasts are delivered to required timescales
- Liaise with senior managers to ensure sharing of best practice and consistency of process and approach across all areas
- Lead and develop the Customer Service team to deliver consistent and sustainable performance

You must have experience of a Customer Contact environment and leading of a large team. Your engagement and leadership skills must be excellent also.

For further detail, the please apply with your CV in MS Word format.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.