Customer Service Manager Truro, England
Job description
Customer Service Manager – £45,000 to £55,000 plus bonuses – Truro, Cornwall
We are looking for a talented Customer Service Manager to lead our Customer Service team.
This is an exciting opportunity to join a well-established and growing company based in Truro, Cornwall. You’ll be encouraged and supported to progress your career within this dynamic and customer focused Fintech environment.
Who are we?
checkmyfile, the UK's first provider of online Credit Reports, was launched over 20 years ago and serves over one million UK customers each year. We provide the UK’s most detailed Credit Report, with data from all four Credit Reference Agencies: Equifax, Experian, TransUnion, and Crediva.
Our customers contact us every day to discuss their Credit Report and the service that we provide them with. We lead the market on customer service and have done for over 20 years but to remain the best, we need to evolve our approach and adapt to the needs of our customers to ultimately become a leader in customer service across all industries.
The key purpose of the role
- Leading our customer service team to provide an unbeatable experience for our customers
- To collaborate with colleagues across all functions of the business to develop and refine a dynamic service that delights our customers
- Combining curiosity for our service and our product with your skills and experience to evolve our customer service strategy to optimise what our customers see, hear and feel
- Understand and instil within your team the value of every customer interaction - a vital source of insight to develop our products and services to meet customer needs
- Manage resource proactively to handle shifts in demand or sentiment from our customers to minimise wait times, optimise resolution and maximise customer satisfaction
What you will be doing day to day
Management:
- Manage a team of 12 customer service professionals comprising customer advisors, credit analysts and team leads, with key focus on quality of customer experience
- Ensure the team is adequately resourced in terms of both capacity and capability
- Maximise the efficiency of processes undertaken within the Customer Service function
- Rapidly develop your understanding of our product, services and wider customer needs to enable you to become the go-to expert for escalated queries from the team
- Ensuring all members of the team are delivering the levels of service quality we expect and take an active role in the definition and implementation of performance measurement and management strategies
- Monitoring service metrics to understand demand and to identify where the product is failing or is not meeting the customers’ expectations/needs
- Help us to identify where we could be better, how can you trigger improvements to our product or processes which have a positive impact on our service to our customers?
- Understand the risks and impacts on the team, maintaining a risk register of short/long-term risks and work with Compliance and Product leads to control, mitigate or tolerate risks
Collaboration:
- Capture and share with the Customer Service Optimisation Manager insights on how well we are meeting customer needs both in terms of the service we give them, and the product and processes they are exposed to
- Attend a variety of workshops where User Stories are developed by the Product Team to produce a meaningful context to customer contact and help develop the product and processes which support it
- Support the development of an inquisitive culture within the Customer Service team, promoting the sharing of insights with the Customer Service Optimisation Manager
- Collaborating with the Product team to align service and customer experience, providing a consistent emphasis on product benefits to customers
- Champion Business Intelligence to support your service team, working closely with the Data Team to analyse results and gain insights to support service delivery throughout the year
Innovation:
- Establish appropriate performance metrics for the best service to our customers. Establish baseline metrics for each team and individual, agreeing targets for each metric. Creating a strategy that you derive to engage your team in order to deliver target metrics.
- Motivate your team to deliver leading service, inspire them to be industry leading individuals through coaching and support, internally and with third party qualifications
- Strike a balance between Service excellence and Credit knowledge to derive a training program that will support all aspects of your team’s development
- Establish a development path for yourself, working with the Product Manager to create a development plan that helps you and those within your team to deliver within your role and build a career path to future roles
- Evaluate current service tools and maintain a focused suite of tools that support your team to deliver day in day out
We would love to meet someone who...
- Has a wealth of experience managing a customer service team in any industry
- Has a proven history of developing a customer service function to ensure the very best customer experience at every touchpoint
- Can propose and drive transformation to ensure that our unbeatable customer experience is consistently delivered
- Is confident building strong relationships with key stakeholders
- Is self-motivated with strong communication both verbally and in writing
What you will get in return
- A competitive salary of £45,000 to £55,000 per year
- Annual bonus based on Company performance
- 25 days’ Annual Leave plus Bank Holidays
- Enhanced Company pension scheme with matched employer contributions
- Complete access to the Self Space therapy platform, supporting your mental wellbeing
- Fully funded career progression through appropriate courses to help further your career
- Relaxed and friendly office environment, soon to be in central Truro following an exciting multimillion-pound purchase and renovation of a Grade II listed building
- Enhanced sick pay, maternity/paternity pay
- Life insurance cover
- Cycle to work scheme
Job Types: Full-time, Permanent
Salary: £45,000.00-£55,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Life insurance
- Sick pay
- Wellness programme
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in Truro, TR4 8UN
