Job Ref: 213529164

Date: 2021-04-13 09:02:47

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Walters People are recruiting a fantastic oppostunity as an Customer Support Operations Manager based in Milton Keynes.

Job Summary & Responsibilities

Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
Work with the wider management team in hiring and developing staff and supporting a highly functioning team environment
Manage incoming ISA queries and supporting ISA Transfer service
Oversight of agents managing ISA services to achieve performance goals and maintain agent satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
Ensure a timely and high quality resolution of customer enquiries and acts as an escalation point of contact, directly interacting with customers, reviewing complaints and making judgement calls on difficult customer situations, escalations and fraud cases
Manage the end-to-end resolution of savings transfers and general payments, within given timescales
Works closely with legal and compliance teams, cross functional partners to ensure collaboration and process efficiencies are maintained
Responsible for completing monthly, weekly and ad-hoc reporting as required by the business
Recommends changes to improve processes and enhance customer experience, using agent and customer feedback
Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
Identifies technological enhancements and assist in the development of the tech requirements impacting Operations processes within the business
Prioritizes work assignments from multiple channels as a resource allocator
Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes and controlsSkills

Savings specialist with experience of working with Individual Savings Accounts (ISAs)
Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
Proven ability to lead by example, with a positive attitude
Excellent communication and interpersonal skills
Good analytical and problem-solving skills
Proven delivery of excellent customer experience and advocacy
Strong customer focus and a good telephone manner
Ability to lead teams and drive performance standards
Good leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
Ability to set, meet and exceed targets
Ability to manage change

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