customer service manager Dewsbury, England
Job description
SKT Welfare - Our Background
SKT Welfare is a UK registered charity that aims to deliver humanitarian aid to those who need it most, without prejudice over race, religion, or gender. Over the past decade, we have delivered multiple projects, focusing on emergency relief, food, water, healthcare, education, orphan care and seasonal campaigns, such as winter and Qurbani. We operate in many countries around the world including Syria, Bangladesh, Palestine, Somalia, Pakistan, Yemen, and Turkey with our head office in Dewsbury.
We are proud of our 100% donation policy, which means every penny donated to us is used to directly serve those in need. Our overhead costs are covered either by direct donations or by using Gift Aid. This policy sets us apart from most international NGOs and is the guiding principle of our organisation.
Vision: A world where everyone is being cared for and lives a sustainable life free from extreme poverty.
Mission: To be amongst the leading humanitarian organisations to alleviate human suffering through principled humanitarian responses and sustainable solutions.
Values:
- Compassion – towards the people we assist and those we work with. SKT is committed to showing compassion and respect for the different needs and cultures it encounters, in order to create a better world around us and a thriving working environment.
- Transparency and Accountability- when working with different stakeholders and partners both in the UK and abroad, SKT commits to high levels of transparency for all its operations and puts accountability to donors and the beneficiaries at the core of its work.
- Equality - as an equality-committed charity, SKT does not discriminate on the basis of gender, race, nationality, age, religion, disability or beliefs.
We believe our employees are our greatest asset and recognise our responsibility to ensure that they are afforded appropriate development throughout their employment. Our aim is to support and develop employees in their role so that they feel confident to undertake the responsibilities placed upon them, and ultimately can contribute to the success of the organisation.
SKT Welfare – Customer Service Manager
The Service Manager role will be to lead SKT Welfare’s service department to manage Donor interactions. The role will be office based and primary duties will include overseeing other members of the service team, developing and implementing service procedures and maintaining Donor relationships. The Service Manager must possess extensive knowledge of the standards and procedures that the organisation uses, be able to manage a team of people to ensure optimum service delivery, maximise productivity and deliver Donor satisfaction.
Service Manager duties and responsibilities
The Service Manager will need to fulfil the following important duties and responsibilities to excel at their job:
· Developing and implementing service standards and procedures for the service delivery department
· Implements effective processes for customer service call handlers to interact with donors via telephone, email, live chat or instant message
· Maintaining the service desks
· Supervising other members of the service delivery team
· Maintaining Donor relationships and improving response and feedback delivery times
· Updating service methods to improve overall efficiency
· Resolving any service problems and Donor complaints
· Conducting periodic appraisals of team members and identifying areas for improvement
· Creating and presenting regular reports to senior management
· Overseeing the efficiencies of all appeal and campaign projects effecting the service department
· Manage ‘feedback’ response times to Donor’s in line with SKT Welfare’s expectation
· Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
· Support the Operations Manager in delivering the business strategy
Service Manager skills and qualifications
The successful Service Manager candidate will have various prerequisite skills and qualifications for the position, these include:
· Excellent interpersonal and customer service skills
· Extensive experience of working with CMS systems and ability to contribute to the improvement of current operations
· In-depth knowledge of industry best practices and service delivery standards
· Strong leadership ability and team spirit
· Excellent written and verbal communication skills
· Attention to detail
· Excellent organisational skills
· Problem-solving skills
· Working knowledge of relevant software packages
· Drive an optimum donation and service culture through training and development
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Job Type: Full-time
Salary: £26,000.00-£30,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability
Education:
- Certificate of Higher Education (preferred)
Experience:
- Customer Service Management: 3 years (required)
Work Location: In person
Reference ID: CSM1
