OPIA Salary
PRIORY HOUSE PILGRIMS COURT SYDENHAM ROAD GUILDFORD GU1 3RX ENGLAND
TIN: 06021170
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Earnings on positions in OPIA
OPIA is looking for employees for positions:
customer service manager
Working hours
- full-time | Permanent
Responsibility
- investigate excessive volumes to identify and manage promotional issues
- ensuring shifts run smoothly - including subject matter expertise in handling escalated customer interactions as needed to support the team
- be the final point of contact in more complex customer escalations and ensure all customer complaints adhere to the escalation processes
- communicate expectations to team members and provide timely updates
- responsible for the day-to-day supervision of a team of Customer Service advisors including work and attendance monitoring and ensuring appropriate measures are taken to resolve any issues on shift
- drive customer service excellence. Quality check claims, emails and calls to ensure advisors are delivering the expected standard of customer service
- monitor call, email, chat and claim traffic, ensuring that the quality is maintained to a high standard and in line with agreed SLA’s
- working with the Operations Support Manager to raise issues and to provide a clear picture of how each campaign is performing and provide suggestions for solutions and long-term improvement
Requirements
- A passion to go above and beyond for customers and your team at all times
- excellent people management skills
- highly motivated with skills to develop and coach team members to achieve performance expectations
- able to perform well under pressure and in a busy contact centre setting and follow through on items to completion
- strong communication skills, both written and verbal
- ability to lead a team in multi-tasking, prioritisation, and meeting timelines on deliverables
- willingness to be flexible
- 2+ years previous experience in a Team leader role is essential - ideally within a customer services environment
Earnings on positions in OPIA
Average salary in this position
Average salary in this position in the country
National average salary
2950 £
Average salary in this company
3475 £