Senior Customer Services Manager
- Employer
- Michael Page Sales
- Location
- England, South East England
- Salary
- £60000 - £70000 per annum
- Closing date
- 3 Nov 2021
View more
- Business Sector
- Food & Drink
- Contract Type
- Contract
- Hours
- Full Time
- Function
- Customer Services
Job Details
A 6 month FTC for a Senior Customer Services Manager to implement & deliver the building blocks for a first class customer services strategy for a leading wellness & lifestyle business.
Client Details
A leading wellness & e business is looking for candidates to help change people's lives. A global wellness technology company inspiring millions of people to adopt healthy habits for real life. They do this through
engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioural science, they build communities in order to deliver wellness for all.
Description
The Senior Customer Service Manager will design the Customer Services strategy (including offer and save strategies), lead and manage the Customer Service Team and appointed Agency. This includes the implementation of new processes and/or initiatives evolving our offering to deliver the highest standards, management of RFPs for new suppliers as well as management of the current supplier, and development of the team to ultimately grow into the Senior Manager role.
This position requires an inspirational leader who can recognise and cultivate talent.
Key Responsibilities:
- Developing RFP's and RFI's and managing the end to end process of pitch (from project kick off and including task delegation, response editing and submission, ensuring they are brand compliant) through to appointment.
- Lead the RFP process, acting as point of contact for prospective agencies and liaising with procurement and legal, with support from Head of Retention.
- Clearly identify how new technology in the CS environment can support our brand to step change and drive cost efficiency.
- Lead the team to develop their knowledge to enable "the Customer Service Of The Future"
- Understand and Improve the current Customer Service experience (reduction of cancellations, improvement of save offers, increase quality of calls and issue resolution) driving efficiency's in performance with the existing supplier to deliver performance levels and VFM.
- Oversee implementation of training, quality checks, workforce planning, hours and cost reconciliations, quality of output, etc.
- Coordinate all retention strategies in line with Head of Retention and CRM team to maximise efficiency's
- Lead CS internally - building key relationships with colleagues in Operations, as well as global and international CS counterparts to fully understand the member programme experience
- Set stretching KPIs around appropriate metrics such as grade of service, lost calls, speed to answer and % of first time resolution.
- Gather and share customer insight received within the contact centre and recommend opportunities for business, system and process changes.
Profile
- Extensive experience in leading and managing Customer Service Teams and Customer Service agencies
- Proven experience in managing save rates, call handing times, retention rates, and costs
- Experienced with managing RFP to pitch to appointment of Customer Service Agency
- Strong operational understanding with evidence of driving customer service excellence cross functionally
- Proven track record of developing talent to the next level
- Experience in producing KPIs/management reports
- Self starter with exceptional attention to detail
- Confident in working alongside senior management
- A passion for health & wellness, as well as Member/Customer Service
- Solid skills in negotiation, persuading & influencing (at all levels)
- Good collaboration and the ability to see and appreciate the 'bigger' picture
- Results focused - capable of identifying trends and driving continued improvements in performance that is truly Member focused
Job Offer
A 6 month FTC, £65,000 pro rata + Bonus + benefits
Company
Michael Page Sales UK is a leading professional recruitment consultancy covering permanent, interim and contract recruitment. We have UK wide coverage with ten offices located in London, Weybridge, Reading, Birmingham, Bristol, Leicester, St Albans, Manchester, Leeds and Glasgow. The core markets we serve are Consumer, Business Services, Media, IT/Telco, Financial Services, Healthcare and Technical Sales, with a dedicated person or team in each location specialising in each of these sectors. The clients we work with are as diverse as the candidates we represent; from Blue Chips to SMEs, and Sales Execs to Sales Directors. Our Consultants are typically from relevant sales backgrounds giving first hand experience of the roles we recruit for. We pride ourselves on delivering unrivalled service levels to our candidates and our clients, our track record of success over the past 20 years means we stand out.
Within our Consumer Sales Division we have consultants within each of the 10 offices who dedicate themselves to this sector and no other. Our specialist capability is demonstrated further as we focus on sub sectors such as food, drink, household, foodservice, consumer electronics, apparel, health & beauty, consumer healthcare, pet and sports. Some of our key clients include Colgate, Beiersdorf, Dr Oetker, Johnson & Johnson, Matthew Clark, PZ Cussons, Kellogg’s, 2 Sisters, Samsung, Seven Seas, Twinings, Unilever, Reckitt Benckiser, SC Johnson, Warburtons, InBev, Kettle Chips, Hallmark, Luxottica, McCain, Britvic, General Mills, and Molson Coors to name but a few!
Michael Page Sales UK is part of Michael Page International with operations in the UK, Continental Europe, Asia-Pacific and the Americas. As well as looking for high quality candidates for our clients, we are also always looking for top talent to work for us
Join in the discussion in our LinkedIn group Michael Page Sales - UK
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