Customer Service Manager

Customer Service Manager

Job Description

Job ID: 32477
Job Function: Customer Service
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 18 Jun 2024

Job Overview

To lead the Centrica Customer Service teams in delivering service excellence and Continuous Improvement to external and internal clients, supported by the implementation of MS Dynamics CRM for case management.

Job Responsibilities

  • Manage the day to day customer service team.
  • Act as the senior escalation point for Client and internal Customer Service related issues.
  • Develop and maintain close working relationships with other key departments within TVS, specifically Operations, Supply Chain and Account Management.
  • Lead, manage and develop the Customer Service assistants to ensure that client expectations are exceeded and SLAs maintained, driving a culture of Continuous Improvement.
  • Ensure ongoing sharing of best practice from within the teams and from external sources.
  • Monitor key metrics, specifically the Inspirational Service Index (ISI) and drive change where required.
  • Produce and present reports at
  • Conduct regular reviews/audits of systems and processes behind day to day Customer Service activity and put actions in place to address any issues.

Qualifications and Skills

  • Educated to a minimum of A Level standard or equivalent.
  • IT-savvy and process led.
  • Strong people leadership and development skills.
  • Strong relationship builder and influencer.
  • Continuous Improvement mentality and experience of successful delivery of CI projects.
  • Formal CI and/or Project Management qualifications (e.g. Six Sigma) would be beneficial.
  • Strong numerical and data analytical skills.
  • Presentation skills.
  • Experience in an operational service driven industry, ideally logistics and supply chain.
  • Proven leadership experience.
  • Customer centric approach.
  • Positivity and motivational skills.
  • Resilience under pressure.
  • Ability to drive and deliver change.
  • Strong interpersonal skills at all levels and ability to communicate well verbally and in written form.
  • Workload management and appropriate delegation.
  • Ability to bring, sell and deliver new ideas.
  • Strong team player.

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

  • Competitive Salary and pension scheme with life assurance
  • 25 Days Holiday (plus 8 statutory Bank Holidays)
  • Holiday buy-back scheme (5 additional days available)
  • Employee Assistance Programme supporting wellness with immediate access to:
    1. GP consultation and second opinions
    2. Mental health support
    3. Financial and Legal support
    4. Wellbeing and healthy living support
  • Employee referral scheme with financial reward
  • Cycle to work scheme
  • Professional Membership and Study Sponsorship
  • Pass scheme (£100 to undertake training of your choice)

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

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