Customer Care Manager

Purpose of the Role

As Customer Manager you will be responsible for looking after our Customer Care team, responsible for all non-technical customer queries and driving improvement of customer satisfaction across the organisation.

Key responsibilities

  • Manage the day to day activities of the  Customer Care team
  • Own all non-technical customer queries, from account updates to billing disputes
  • Ensure all customer issues are logged and resolved according to SLA
  • Escalation point for customer complaints and disputes
  • Set and work to targets and KPIs for the team in line with the broader company strategy
  • Develop the team through regular coaching, PDPs, 1:1s, ticket audits and ongoing training
  • Drive continuous both in the team and throughout the business based on the customer feedback and NPS
  • Analyse inbound data on tickets to identify any trends in customer issues or opportunities for improvement
  • Reporting on the teams’ performance for internal stakeholders.

Core attributes

  • Strong people engagement skills
  • Customer focused, positive individual
  • Able to work in a dynamic environment and embrace change
  • Strong stakeholder management and communication skills working with senior members of the team.
  • Data analysis skills
  • Strong commercial awareness
  • Good attention to detail
  • Problem solving and dispute resolution skills.

Experience working with Salesforce/Financial Force and ServiceNow would be an advantage but not essential.

The successful candidate will be expected to attend the Manchester offices as and when appropriate.

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