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Customer Service Manager

  • Location


  • Sector:

    Office & Commercial

  • Job type:


  • Salary:

    30000-33000 Per Annum 33k after probation

  • Contact:

    Tom Kurczab

  • Contact email:


  • Contact phone:


  • Job ref:


  • Duration:


  • Startdate:


Swanstaff Recruitment is an award winning agency working on behalf of its prestigious client inloanindustry.
We are looking for an exceptional individual to join thecompany as a Customer Service Manager on permanenet and full time basis.

Primary Role:

The Customer Service Assistant Manager is responsible for the overall performance of the Customer Service department through managing a team of up to approximately 20 Customer Service Representatives. This includes managing the workload and having overall responsibility for their support and development (in conjunction with the Learning & Development team).

Duties & responsibilities

  • Create and foster a high performing culture, delivering a best in class customer experience in line with Values, Policies and Processes.
  • Support the operational systems, processes and policies in support of organisations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence.
  • Regular meetings with Operations Manager around planning and performance.
  • Effective Management of direct reports.
  • Manage functions and dialler strategy.
  • Increase the effectiveness and efficiency of Customer Services and Underwriting through improvements to each function as well as coordination and communication between functions.
  • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
  • Liaise with the Learning and Development Manager to identify and assess training and development needs of the department.
  • To conduct 1-2-1 performance reviews, quarterly appraisals and where appropriate, implement performance improvement plans in line with the department's training policy.
  • Manage staff development, ensuring staff are effectively trained and monitored to ensure competency is maintained.
  • Day to day management of department activities and workflow, manage shift patterns, deal with attendance and disciplinary issues and report on performance against KPI's and department targets.

Office Opening Hours: Monday to Friday 8.00am to 9.30pm Saturday & Sunday 9.00am to 6.00pm

Providing around the clock customer service, Monday to Sunday (which may include Bank/Public Holidays), based on an average 38 hours a week

Hours: Required to work on a rolling shift pattern - Monday to Friday - Early shift: 7.45am to 2.15pm, Late shift: 2.30pm to 9.30pm and to work

1 Saturday/Sunday in every 4 will be worked from 9.00am to 6.00pm.

Apply now or call Tom Kurczab in our Dartford branch!
Swanstaff Recruitment is an equal employment company.