Customer Service Team Manager - Wokingham-00000KZZ
Description
Position Title: Customer Service Team Manager
Location: Wokingham
Travel: Minimal
Closing Date: Friday 24th January
Position Summary:
To provide leadership, management and development to the Customer Service Team to meet and exceed business objectives in a dynamic customer services environment. This will be achieved through effective coaching, training, managing, motivating and developing of the team.
Main duties and responsibilities:
People Management
- Training needs identification and delivery
- Monitoring of staff through remote call monitoring and observation
- Effective coaching of staff to improve performance
- Development of staff to ensure they are ready for career progression
Achievement of business goals
- Plan and organise team (and department when required) to provide an effective response service to customer
- Ensure all calls are dealt with correctly and efficiently by team members
- Ensure all opportunities for exceeding customer needs and expectations are taken by team
Query /Complaint management
- Through appropriate questioning, able to understand reasons for client query /complaint, demonstrate empathy and identify root cause, manage customer expectations for resolution of query /complaint and resolution of query /complaint
- Use escalation process to prevent re-occurrence of root cause
Reporting
- Preparation of relevant management and CSA reports on an hourly /daily / weekly /monthly basis as appropriate
- Route cause analysis, identify and feedback operational trends ensuring corrective action
Financial
- Awareness of staff costs and cost of handling /losing staff re training, recruitment etc
Planning and Organisation
- Able to plan and organise own tasks relating to client communication and query resolution
- Resource planning ensuring holiday allocation and absence is managed
Qualifications
Key Skills and Competencies required:
- A minimum of 5 years commercial experience a related role
- Experience of supply chain/logistics (Order to cash)
- Proven ability to manage and develop people
- Demonstrates strong leadership qualities
- Strong communication skills at all levels, verbal and written
- Ability to make sound judgements, demonstrates Credo values.
- Attention to detail – numerate and accuracy essential.
- Proven planning, organisation and administration.
- Self-motivated / Team player
- Demonstrates commitment
- Takes initiative / ownership
- Persuasive and mature approach
- Good knowledge of Microsoft Outlook and Excel essential
Education and Experience:
- Educated to degree level or equivalent
If you decide to apply for the position, any personal data which you provide shall be processed by Johnson & Johnson. Your personal data shall be processed for the purposes of recruitment, recruitment policy and selection.
We respectively request Government Officials to identify themselves as such on application; for the purposes of the Foreign Corrupt Practices Act.
Primary Location:Europe/Middle East/Africa-United Kingdom-England-Wokingham
Organization: Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function: Customer Service
Description
Position Title: Customer Service Team Manager
Location: Wokingham
Travel: Minimal
Closing Date: Friday 24th January
Position Summary:
To provide leadership, management and development to the Customer Service Team to meet and exceed business objectives in a dynamic customer services environment. This will be achieved through effective coaching, training, managing, motivating and developing of the team.
Main duties and responsibilities:
People Management
- Training needs identification and delivery
- Monitoring of staff through remote call monitoring and observation
- Effective coaching of staff to improve performance
- Development of staff to ensure they are ready for career progression
Achievement of business goals
- Plan and organise team (and department when required) to provide an effective response service to customer
- Ensure all calls are dealt with correctly and efficiently by team members
- Ensure all opportunities for exceeding customer needs and expectations are taken by team
Query /Complaint management
- Through appropriate questioning, able to understand reasons for client query /complaint, demonstrate empathy and identify root cause, manage customer expectations for resolution of query /complaint and resolution of query /complaint
- Use escalation process to prevent re-occurrence of root cause
Reporting
- Preparation of relevant management and CSA reports on an hourly /daily / weekly /monthly basis as appropriate
- Route cause analysis, identify and feedback operational trends ensuring corrective action
Financial
- Awareness of staff costs and cost of handling /losing staff re training, recruitment etc
Planning and Organisation
- Able to plan and organise own tasks relating to client communication and query resolution
- Resource planning ensuring holiday allocation and absence is managed
Qualifications
Key Skills and Competencies required:
- A minimum of 5 years commercial experience a related role
- Experience of supply chain/logistics (Order to cash)
- Proven ability to manage and develop people
- Demonstrates strong leadership qualities
- Strong communication skills at all levels, verbal and written
- Ability to make sound judgements, demonstrates Credo values.
- Attention to detail – numerate and accuracy essential.
- Proven planning, organisation and administration.
- Self-motivated / Team player
- Demonstrates commitment
- Takes initiative / ownership
- Persuasive and mature approach
- Good knowledge of Microsoft Outlook and Excel essential
Education and Experience:
- Educated to degree level or equivalent
If you decide to apply for the position, any personal data which you provide shall be processed by Johnson & Johnson. Your personal data shall be processed for the purposes of recruitment, recruitment policy and selection.
We respectively request Government Officials to identify themselves as such on application; for the purposes of the Foreign Corrupt Practices Act.
Primary Location:Europe/Middle East/Africa-United Kingdom-England-Wokingham
Organization: Johnson & Johnson Medical Ltd. - fka -Ethicon Ltd. (7355)
Job Function: Customer Service