This listing was posted on Manatal ATS.
Customer Resolution Centre Manager (Interim)
Location:
Manchester, Gt Man
Description:
Customer Resolution Centre Manager (Interim) Location: Manchester, UK Contract: 6-month fixed-term Salary: £55,441 per annum Benefits : 11.4% pension contribution, life assurance (3x salary), healthcare cash plan, mental health support, Employee Assistance Program, Cycle to Work scheme, childcare vouchers, discounts, and 27 days holiday. Role Summary: We are seeking an Customer Resolution Centre Manager (Interim) to lead our Customer Resolution Centre in Manchester. You will oversee the multi-disciplinary team, ensuring a best-in-class service that resolves customer issues at the first point of contact. This role involves managing the Responsive Repairs Planning Team, enhancing customer experience, and ensuring regulatory compliance. Key Responsibilities: Implement and manage the Customer Resolution model, including the customer hub and repairs planning function. Drive a "one team" approach for consistent, high-quality service delivery. Lead and manage operational performance, ensuring KPIs and customer satisfaction targets are met. Utilize customer insights and performance data to continuously improve services and efficiency. Implement and oversee a new multi-channel customer communications platform. Manage third-party contracts to ensure quality and value for money. Develop and deliver training programs to enhance team performance. Ensure compliance with regulations and report non-compliance to leadership immediately. Leadership and Corporate Responsibilities: Provide clear leadership, fostering a culture of trust, respect, and accountability. Mentor and coach team members to drive performance and professional growth. Champion digital transformation and service improvement initiatives. Promote diversity, inclusion, and a positive work environment. Critical Knowledge, Skills, and Experience: Experience leading high-performing teams in a dynamic, customer-focused environment. Strong understanding of customer experience practices, regulatory frameworks, and complaints management. Proven ability to use data to inform decision-making and improve performance. Excellent communication, project management, and budget management skills. Apologies but we can only accept applications from candidates that have the right to work in the UK without requiring sponsorship.Lotus Recruitment Ltd are an employment agency acting on behalf of our clients.Due to the high volume of applications, we receive, as much as we would like to, it is not always possible to respond to unsuccessful applicants. Therefore, if we have not responded to your application within seven days, please assume that on this occasion your application has not been successful.
Company:
Lotus Recruitment
Posted:
August 23 on Manatal ATS
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