Customer Operations Manager

Our client, a leading UK Property company, are looking to recruit a Customer Operations Manager to join their fantastic Central London office. An integral part of the company, this particular position incorporates Customer Service, Office Management and PA duties.

Reporting directly to the Head of Client Services, you will be responsible for a variety of duties within this role, therefore it is imperative that you are able to multi-task, be flexible to the working ways of other senior colleagues and have an incredible work ethic. In essence, the main purpose of this position is to act as the main communication point within internal departments, ensuring that all customer-focused teams are able to spend as much time as possible dealing with external customers, as opposed to worrying about internal procedures.

General responsibilities include:

- Act as the link between Marketing and Communications to prepare/review and amend all customer facing documents
- Monitor and review inbound and outbound communication and data quality, to address any issues
- Prepare mail merges as required by Customer Experience/Customer Service teams
- Prepare draft responses to formal complaints and/or complex pieces of communication
- Collate, format and circulate feedback data for analysis (including surveys, calls, letters and emails)
- Preparing content for induction, onboarding, health and safety and general policies
- Booking training for new starters/existing customers
- Maintaining departmental training matrix
- Prepare and roll out training
- Offer suggestions to improve internal polices and procedures

An extremely busy role with an immense workload, it is essential that you have the following, in order to be considered for the position:

- Strong customer service understanding
- Calm under pressure
- Excellent administrative capabilities
- Mature outlook on work
- Sensitive with people
- Understanding/respect of internal hierarchy
- Intermediate to advanced Excel skills
- The ability to put together board-level presentations (prepare, not necessarily deliver)
- Proven ability to work to deadlines
- Confidentiality
- The confidence to inspire others

Ideally, you will come from a senior Customer Service background, however our client has stated that candidates from an Office Management, PA (to several employees) background will be considered due to the variance in the role. Someone with a certain sparkle is required and, ideally, that person will be available to interview/work immediately!

December 8, 2014 • Tags:  • Posted in: General

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