Customer Services Manager

Customer Services Manager Birmingham, England

Smart Parking
Full Time Birmingham, England 36000 - 40000 GBP ANNUAL Today
Job description

ROLE DESCRIPTION

Role Title

Team

Reports to

Customer Services Manager

PCN

Commercial Director

PURPOSE

To deliver a consistent and continually improving internal and external customer experience whilst excelling in our customer delivery at all times.

PRINCIPAL ACCOUNTABILITIES

  • Managing the department authorising holidays, managing necessary cover, dealing with daily staff queries.
  • Collating daily, weekly and monthly reports as and when required.
  • Managing customer complaints/emails that are sent to Group CEO.
  • Liaising with external Clients where necessary in order to bring issues to a successful conclusion.
  • Logging and responding to all complaints in a timely manner and in accordance with current legislation.
  • Manage inboxes and co-ordinate and liaise with external providers offering information as necessary.
  • Manage cancellations, collate information, review information and provide to the relevant departments in a timely manner.
  • Setting and monitoring targets for all teams for Team Leaders and their related teams as well as delivering on own targets.
  • Developing, evaluating and overseeing compliance in PCN department and implementing changes in line with regulations.
  • Preparing, completing and submitting annual DVLA & BPA/IPC audits.
  • Driving and supporting the PCN, Compliance and POPLA team to be the best they can be.
  • Carrying out interviews, 1:1’s and probationary reviews with Team Leaders and supporting the Team leaders with their teams.
  • Liaising with all external regulatory bodies regarding incoming enquiries – Members of parliament, British Parking Association, ICO, DVLA, Trading Standards.
  • Interpreting issues arising and implementing actions according to administrative policies and procedures.
  • Formulating and submitting Approved Operator Scheme census (Every six months).
  • Arranging and participating in meetings, conferences and project team activities.

PERSON SPECIFICATION

Qualifications

Personal Attributes

  • Able to mentor, motivate and manage a multi-disciplinary team.
  • Articulate with a good standard of written English
  • Outgoing
  • Persuasive
  • Work well under pressure and with a varying work load
  • High Attention to detail
  • Exceptional Organisational skills
  • Good interpersonal skills
  • Continuous improvement mindset
  • Leadership skills
  • Adaptability – able to change and adapt where necessary and easily
  • Problem solving and decision-making skills
  • Teamwork skills
  • Critical thinking skills
  • Good self-management
  • Continuous improvement mindset

TECHNICAL COMPETENCIES

  • Time management, organisation, prioritisation and coordination skills
  • Intermediate Microsoft Office knowledge
  • Basic understanding of the General Data Protection Regulations (GDPR), or a willingness to learn
  • Proficient understanding of the British Parking Association Code of Practice and associated guidelines

BEHAVIOURAL COMPETENCIES

  • Taking ownership and being responsive
  • Client service
  • Communication skills (verbal and written)
  • Teamwork and collaboration
  • Integrity, openness and honesty – doing the right thing and doing what you say you will
  • Problem-solving and using sound judgement

Salary Range

Contract Type

Job Types: Full-time, Permanent

Salary: £36,000.00-£40,000.00 per year

Benefits:

  • Casual dress
  • Company car
  • Company events
  • Company pension
  • Employee discount
  • Free flu jabs
  • Free parking
  • On-site parking
  • Referral programme
  • Sick pay
  • Store discount
  • Wellness programme

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • No weekends

Ability to commute/relocate:

  • Birmingham: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer Service Management: 3 years (required)
  • Customer Service: 5 years (required)

Work Location: In person

Customer Services Manager
Smart Parking

www.smartparking.com
Perth, United Kingdom
Paul Gillespie
Unknown / Non-Applicable
51 to 200 Employees
Company - Public
Parking & Valet
1994
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