You will be responsible for the implementation of the Customer Services Business Plan and Change Programme through management of a team to provide excellent service which exceeds customers' expectations.

• Will directly manage a team of 8-20 with varying levels of expertise.
• Face to face contact with customers may be required.
• Job holder will work in close conjunction with other Team Managers.
• Responsible for standard of customer service provided by own team.
• Responsible for recruitment, reward, training and development of own team
• Responsible for establishing and maintaining a performance management framework for the team
• Manage resources and prioritise workloads within the Department to ensure achievement of service standards.
• Coach and support team members through regular 1:1 and bi-annual reviews to identify and address development needs and construct development plans which will build a high quality team.


QUALIFICATIONS & EXPERIENCE:
• Minimum of 5 years in a customer service environment, with 12-18 months at a supervisory level.
• Excellent planning and organisational skills.
• Excellent communication, coaching and feedback skills.


• Motivating staff and maintaining morale within the team.
• Acting as an agent for change within the team to ensure processes are regularly reviewed and improved upon.
• Managing employees with performance issues and handling sensitive staff issues.
• Reacting effectively to unforeseeable challenges.
• Balancing the needs of the individuals to the needs of the business.
• Managing the development of Team Members to achieve career progression.
• Managing change – ensuring improvements are customer driven, taking into account of corporate and divisional strategies and identifying, initiating, planning and implementing change

For further information, please do not hesitate to contact Kate Allen at [please apply by clicking on the blue button on this web page]
or Joy Bruce at [please apply by clicking on the blue button on this web page]
Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency