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Our client, based in Chippenham, is looking for a Customer Care Manager for a temporary to permanent position.<BR><BR> Responsibilities will include:<BR><BR> Respond to all types of customer and client enquiries:<BR> <LI>Ensure fantastic customer service at acceptable cost</LI><BR> <LI>All customer enquiries answered satisfactorily within agreed timescale</LI><BR> <LI>All external telephone calls answered within 20 seconds</LI><BR> <LI>All correspondence are dealt with immediately</LI><BR> <LI>All client help desk enquiries dealt within agreed timescales</LI><BR> <LI>Customer care centre staffed to appropriate levels between 8am and 8pm on days to be agreed</LI><BR><BR> Handle complaints:<BR> <LI>Customer satisfaction levels in line with industry standards</LI><BR> <LI>Respond to complaints within defined timescales</LI><BR> <LI>Clarify industry standards by discussion wit commercial manager and others</LI><BR> <LI>Review complaints procedure to ensure that is meets the requirements of clients and regulatory bodies</LI><BR><BR> Operate within agreed budgets:<BR> <LI>Total cost of achieving objectives (including salaries with overheads) is within budget</LI><BR><BR> Demonstrate knowledge of the business of each Client<BR><BR> <BR>Effective operation of systems and procedures:<BR> <LI>Implement revised job specification/description - In conjunction with the Administration manager, devise a revised job description/specification for Customer Service Team Leader, Customer Service Specialist and Customer Service Representative</LI><BR><BR> Develop Customer Service Centre Operations- In conjunction with marketing department devise plan to increase the number and diversity of customer service centre clients<BR><BR> Motivated staff - Ensure motivated, competent team of customer service representatives in place to help achieve all the above objectives/criteria<BR><BR> Report to management<BR><BR> You must have a minimum of 2 years previous experience, excellent communication skills, and good man management skills.
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