Customer Access Manager
Working for an established organisation, requiring an experienced Customer Access Manager. To be responsible for progressing the delivery of a single customer access service for both internal and external customers and to contribute towards the development of a Customer Access Strategy for the organisation.
Your key responsibilities will be to:
· To establish an implementation plan for the development of ML Contact Centre Services.
· To lead on the implementation of a Closed Circuit Television (CCTV) service within the Contact Centre, identifying the necessary resources, skills and structure to deliver and further enhance the service as a potential growth opportunity
· To implement and promote ML Brand strategy in relation to Customer Access Channels including social media
· To ensure the team have the necessary skills and competencies to deliver services to the required standards of the organisation
· To embed the principles of customer excellence, Value for Money, performance management and organisational values within the team
· To develop Service Level standards with internal and external stakeholders. Agreeing the approach and measures for first point resolution via the Contact Centre
· To develop methodologies for identifying value for money, cost benefits, return on investment and improvements in the service for the business and its customers
· To take responsibility for the management and monitoring of the key performance targets/outcomes and budgeting for the service providing regular reports to the Assistant Director
· To take overall responsibility for the ongoing achievement of agreed accreditation and quality awards
· Represent the service area in internal and external meetings as defined within the decision making structure of the organisation and by the Assistant Director
· To deputise for the Assistant Director as required and where relevant to the service
Candidates must have a minimum of five years experience of leading a service within a responsive frontline customer focused and performance driven environment. They must have experience of developing policies, processes and service standards. Be able to display experience of customer involvement. Also evidence of successful working on multi-disciplinary or cross-sectional services.
The client is looking for candidates with excellent leadership skills to support and guide team to achieve continuous improvement. Including excellent presentation, project and report writing skills. The ability to set and manage budgets. To formulate and deliver targets. Candidates must posses well developed organisation, time management and prioritisation skills. With the ability to create strong links with stakeholders, understand their priorities and identify business development opportunities to meet these needs. Including excellent Customer Service and principles within Equality Diversity.
If you believe you have the skills suitable for this position please apply below. If you do not hear back within 48 hours you have not been successful.
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