Customer Services Manager Belfast, Northern Ireland
Job description
Job Title: Customer Services Manager
Reports to: Commercial Manager
Location: Belfast based with regular travel to external team locations
Contract: Permanent
Hours: 37.5 per week
Position Summary
The Customer Services Manager will play a lead role in supporting the achievement of a superior Customer Services delivery by leading, coaching, and developing the Customer Service team. This leadership position is responsible for ensuring that the Customer Services team are fully trained, motivated, and well positioned to provide consistent, high-quality service to all customers and across all channels. This person will actively encourage a best practice approach and will drive continuous improvement to enhance our overall Customer Experience. The Customer Services Manager will proactively work with departmental teams to align internal processes aimed to prioritise our Customer Experience.
The Customer Services Manager will act with integrity and role model First Bus values and behaviours (‘our way’) across their business area and the broader business.
Key Accountabilities
- Proactive management of the customer services teams and ground staff team in Derry, Belfast, Dublin, Cork and Galway to deliver a superior service to customers in accordance with FirstGroup policies, standard operating procedures and all relevant legislation.
- Support the induction and development of an engaged, talented and high performing customer services team, nurturing an innovative a positive culture of continuous improvement.
- Conduct any investigation, disciplinary, grievance or absence management reviews in accordance with Company policy for staff within your team.
- Maintain accurate records for all aspects of performance, including maintenance of employee records.
- Work alongside service delivery members, fostering excellent working relationships between departments to ensure a consistent customer experience.
- Deliver agreed performance improvement plans and operational costs within budget.
- Ensure your team take ownership of customers issues and follow problems through to resolution.
- Develop and update customer service procedures and policies.
- Be the point of escalation for the handling of complex complaints and enquiries.
- Develop, measure and report key customer service metrics as well as agent metrics.
- Discovery and Implementation of modern digital solutions to support quality of customer care
- Support the development and implementation of a customer experience strategy plan.
- Work with Commercial and Operations teams to manage provision and realisation of private hire opportunities.
- Other duties commensurate with the role as may be deemed appropriate by the line manager.
Skills, Experience and Qualifications required
- Strong customer orientation, with a focus to exceed customer expectations.
- Ability to lead and to think strategically, to inspire and build trust within the team and develop the leadership potential in others.
- Mentoring/coaching skills in the progression of the deliverables of the business
- Experienced in providing customer service support and proven track record of leading high performing customer service teams
- Outstanding communication skills, conflict-resolution skills, problem-solving ability, and process improvement skills
- Demonstrated ability to deliver to deadlines; agile and comfortable with a fast paced, changing and at times ambiguous environment.
- Excellent working knowledge of customer service software, databases and tools.
Special Working Conditions
- Ability to travel across all depots/locations sometimes out of normal working hours.
- To make oneself available to assist in emergency situations which could occur out of normal working hours.
Company Responsibilities
- To undertake any additional duties at the request of your line manager, which is deemed to be within your competency.
- To induct, manage and develop any personnel within your responsibility.
- To adhere to all FirstGroup & Aircoach policies and procedures.
- To provide cover if and when required should available customer service resources not be sufficient.
- To undertake any training and development activities at the request of your line manager.
- To represent Aircoach at stakeholder and networking events if and when required.
Health, Safety and Environmental Responsibilities
- Champion behavioural change through BeSafe, ensuring that you and your team have positively reinforced safety conversations.
- At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation.
- Ensure that risk assessments are carried out for areas and activities under the role holder’s control, that appropriate control measures are implemented, and the recommendations are communicated to all of those who may be at risk.
- Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken.
- Promote and implement, where appropriate, safe working practices by means of campaigns, initiatives and promote a positive attitude to safety through personal leadership.
- Support the Company’s environmental campaigns and be aware of FirstGroup annual environmental targets.
Team / Direct Reports
- Customer Service Supervisor
- Customer Service Ground Staff based in Dublin Airport, Cork and Galway
Key Performance Indicators
- Contribute to achieving and maintaining a 50+ NPS Score
- Manage and achieve minimum customer service metrics:
- Reply time metrics such as first time reply, average time reply, number replies
- Resolution time metrics such as first contact resolution, time to resolution
- Contact channel metrics : Phone, social media, email in relation to response times, wait times, commentary, quality of response, abandoned rates
- Issue categorisation metrics: query rate by issue, issue re-open rate
- Customer retention metrics: retention rate performance
- Manage and track customer service agent performance by pre-defined set of metrics,
- Follow the current SERVOQUAL Model of Service Quality to measure performance:
-Reliability: Ability to deliver the promised Service- multi dimensional customer service
-Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence
-Tangibles: The appearance of the company & employees
-Empathy:- Caring about the customer
-Responsiveness: Ability to provide a speedy service.
Job Type: Full-time
Salary: £35,000.00-£40,000.00 per year
Benefits:
- Bereavement leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free or subsidised travel
- Life insurance
- On-site parking
- Sick pay
- Wellness programme
Schedule:
- Monday to Friday
Experience:
- Customer Service: 1 year (required)
Work Location: In person
