Service Centre Manager
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| Job Type | Full Time |
| Location | WA12 |
| Area | North West England, All |
| Sector | Industrial |
| Salary | £25 000 per annum |
| Start Date | ASAP |
| Advertiser | remoteapi |
| Telephone | 01942492198 |
| Job Ref | 37 - WA12ser cent man |
- Description
- HYBRID WORKING > NO WEEKENDS > ON-SITE PARKING
BONUS SCHEME > FULL TIME > PERMANENT ROLE.
This is an excellent opportunity to join a large firm of solicitors, working at our office in Newton-le-Willows.
As Service Centre Manager you’ll be in charge of hiring, training and managing staff to provide a first-class customer service experience to potential new clients, as well as existing clients. Initial incoming calls come from a variety of leads and it’s imperative that the initial call is handled in a professional way, giving information and comfort to the caller, with the aim of converting them into a client.
Key Tasks/Areas
* Manage the daily running of the Service Centre to ensure all incoming calls are answered in a timely manner
* Effective resource planning of the team to ensure staffing requirements meet demand, including management of all leave requests via Ceequel, including sickness notification
* Ensure all team members are proficient in being able to advise potential clients on the full suite of services available at Scott Rees & Co
* Set and meet performance targets for speed, efficiency and quality in relation to client sign-up and their ongoing retention. Close any files in a timely manner that have not converted into a client sign-up
* Timely escalation of new client files, ensuring all relevant information is contained within that file before moving to a designated Fee Earner
* Regularly review team performance, identify training needs and plan and execute training sessions
* Monitor random calls to improve quality, minimise errors and track performance
* Handle the most complex client complaints or enquiries
* Willing to step in and answer incoming calls when all Call Handlers in the team are engaged on existing calls
* Allocating emails accordingly from both the “Service” and “SRLeavers” inbox
* Ensure KPIs reflect the performance levels of the team. Give input into KPI design and reporting, and prepare regular analysis of these statistics, both through daily and weekly reporting to line managers and by monthly reporting to senior managers.
* Where apprentices are employed in the team, provide mentor support to the apprentice to provide them with a good apprenticeship experience. Additionally, be the main point of contact with the training provider to ensure all employer obligations are met
Qualifications/skills required to perform role
* Previous experience of working in a service centre environment in a supervisory capacity
* Strong client focus
* Excellent communication skills, both written and verbal
* Strong interpersonal skills to be able to deal with people at all levels
* Analytical skills to be able to interpret data and trends
* Leadership skills and the ability to motivate and develop staff
* A desire to help others work towards targets and develop their skills
* The ability to set, meet and exceed targets
* A flexible attitude and the ability to manage change
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
- Monday to Friday
- Bonus scheme
- Please inform us of your current salary when submitting your application.
- Managerial: 1 year (preferred)
- Customer Service: 1 year (preferred)
- United Kingdom (required)
