customer service manager Ross on Wye, England
Job description
Customer Service Manager
- Based at our support centre in Ross on Wye
- Earn up to £37,000 OTE per annum
Since 1957, PGL has enriched the lives of millions of children through exploration, exciting outdoor activities and life-affirming experiences. Will you join us on our adventure?
You’ll be based from our newly-refurbished support centre within walking distance of the picturesque town of Ross-on-Wye, benefitting from plenty of free parking, on-site gym and a warm and supportive working environment.
THE ROLE
We currently have an exciting opportunity to join our vibrant UK Customer Service Team as our UK Customer Service Manager; a champion for the delivery of service levels that exceed our customer expectations each and every time.
You will be responsible for leading the UK Customer Services team to meet departmental objectives, delivering the highest level of customer service. Playing an active role in the customer retention strategy to ensure we continuously grow our overall fill volumes through meeting and exceeding the company’s retention target, and customer service Net Promoter Score.
You will manage and develop a team of Customer Service Supervisors, working closely with senior members of the Centre Operations team, Sales and Marketing teams, and Customer Support team to develop appropriate communication channels, working towards a consistent, efficient approach to managing bookings and the pre-travel customer experience.
IS THIS YOU?
You will have a proven track record of managing a high performing team within a call centre / customer service environment; a team who are highly motivated to deliver exceptional service to all of our customers. You will be comfortable working with data, KPIs and targets in order to make the right commercial decisions for the benefit of the organisation and our customers.
Your strong leadership skills will ensure the success of driving a high-performance culture where your team are supported effectively & motivated to achieve their personal targets through clear objectives, ongoing training and support.
THE PACKAGE
We are renowned for our personal development & investment in people, we are ready to support you in your career development, each step of the way! Alongside this you will also be rewarded with:
- A generous benefits package including annual leave accrual, birthday leave, pension & death in service cover
- Sector leading family friendly policies (for example 90% of your salary for 26 weeks for maternity, paternity or adoption leave)
- Enjoy a range of employee perks including PGL discounted holidays, partner offers (such as Anytime Fitness) and 20% discount in all our on-site shops
- Health, financial and wellbeing support through our Employee Assistance Programme, health cashback plan and Salary Finance platform (loans, advances, savings and financial education)
For a full Job Description and Personal Specification please click here
