Customer Service Manager

We''re looking for a candidate to fill this position in an exciting company in The Utilities Sector.

•  Define, implement and deliver an engaging and positive culture in the team focusing on providing an excellent customer service
• Influencing across the business up and down to deliver the best customer service experience
• Managing, directly and indirectly, the service performance through key KPI''s across all touchpoints - including contact centre metrics, operational service delivery, credits, disputes and complaints
• Monitor calls to ensure prompt and appropriate corrective action
• Produce client statistical reports
• Ensure team cohesiveness through prioritising, organising and monitoring workflows 

• Qualification in business administration or equivalent experience
• Strong influencing, facilitation and negotiation skills
• Proven track record in leadership/ management positions
• Experience in P&L''s and reporting
• Advanced skills in MS Office Packages
• Good time management and organisational skills
• Excellent written and verbal communication skills
• Experience in Salesforce.com would be highly regarded

Salary Indication