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JOB DESCRIPTION
Job Title: Customer Support
Development Manager
Reports to: Head of Customer Support
Location: Sutton,
Surrey
Department: Customer Support Centre
Salary: £32000
Main Purpose of
Job
Ensure that all processes meet the twin
objectives of high quality customer
service and cost efficiency in
conjunction with continuous improvement
across the business. To manage Team
Leaders within the CSC to ensure SLA’s
are achieved.
Key Tasks
1.
To manage and develop new
changes/improvements within the business
which impact Customer Support to ensure
continuous improvement. Ensure that
improvements are executed and measured
whilst managing potential risk.
2.
To maintain standards of performance for
customer support across the team in line
with department objectives and company
policy whether in internal or external
contact, accuracy of data processing or
face to face meetings.
3.
To manage the workloads both proactively
and reactively across the teams ensuring
sufficient staff are cross-trained to
manage peaks and troughs.
4.
To manage through team leaders the bank
holiday planning project, ensuring
customer communication is sent out on a
timely basis, job lines are loaded
accurately and on time and that
invoicing is maximized while costs are
minimized.
5.
To ensure that all team members have the
right skills to fulfill the tasks
expected of them by making appropriate
use of appraisals, assessments, training
and development.
6.
To regularly brief team leaders & CSC
teams on company and department
performance, keeping up to date with
plans for business development and
changes across the business.
7.
To work closely with sales team to
ensure customer contracts accurately
reflect the schedules and pricing and to
keep informed about new developments
which may affect the team.
8.
Identify and implement new initiatives
to generate an increase in sales with
the Customer Contact & Support teams in
partnership with the Sales team.
9.
To work closely with the Operations team
on branch and at region to resolve
customer and branch issues, and to
assist in the management of project
work.
10.
To report on a regular basis to the Head
of Customer Support regarding
performance and trends.
11.
To understand key processes within the
department and seek continuous
improvement.
12.
To have knowledge associated with the
cost in running the department in order
to ensure processes operate in the most
efficient and cost effective way.
13.
Takes responsibility for health and
safety issues in the team, including
risk assessment and tidiness of working
area.
14.
To undertake additional duties as deemed
appropriate by the Head of Customer
Support.
Additional Duties
To deal with escalated complaints as
appropriate.
To deputise for Head of Customer Support
at meetings as appropriate.
Manage the relationship with temporary
staff agencies for the supply of staff.
Authority Levels
Signatory for credit notes that fall
within designated limits.
Signatory for customer contracts.
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