JOB PURPOSE As a member of the Customer Service Centre Management team the role holder will be expected to gain a thorough understanding of Customer Services, Operations Finance, Operations Services and Customer Service Development. As part of the role holder’s personal development there may be a requirement to move between and work in these areas in order to aid both business and personal development. RESPONSIBILITIES • Provide clear communication, direction and leadership to ensure that service levels are achieved and maintained• Apply key controls in order to protect the interests of the company and ensure compliance to legislation such as DPA, FSA and CCA• Identify staff training and development needs by monitoring individual and team performance using relevant reporting tools to recognise good performance and address areas of weakness• Identify opportunities for process improvement and provide support for implementation of key initiatives to improve service, efficiency increase sales and manage risks.• Anticipate workloads and ensure work is prioritised and distributed to deliver constant departmental service levels• Resolve more complex staff and customer issues and demonstrate confidence when making appropriate business decisions• Monitor staff sickness/ rotas and take necessary action to maintain the effectiveness of the team• Coach employees to maintain their development and motivation, and to ensure they are able to achieve or exceed their objectives. Provide technical advice on products, system and processes as required• Conduct regular performance reviews and appraisals, ensuring business objectives set are consistent with the departmental and company strategy• Develop and maintain strong links with other business areas in the CSC and work cohesively with other departments to ensure delivery of overall CSC objectives. Please call Andy Clark on 0208 7314533 or email firstname.lastname@example.org
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