Customer Service Manager - 12 month FTC

We are looking for a Customer Service Manager to lead and manage the provision of best in class customer service to Nominet’s customers and stakeholders, including domain registrants and registrars, customers of new products & services sold through the channel and B2C via TheUKDomain and our RSP clients and their registrars.

 

Department
Operations
Salary
Competitive
Location
Oxford
Type of Hire
Fixed Term Contract
Ref No
478

What will the Customer Service Manager do?

Exceptional management skills including leadership, coaching and development of a team of advisors  

Develop and implement new processes and technology led solutions to improve the customer experience, and optimise the efficiency of the team

Implement innovative approaches to deliver exceptional customer service

Improve and develop key operational procedures: ensure repeat incidents are identified, properly investigated and a root causes analysis performed to identify issue and corrective measures and action plans introduced

Manage the customer services team to ensure the relevant skillset and expertise is in place to effectively support growth in our RSP and Core businesses as the strategy evolves

In association with the Head of Service Delivery and other Customer Service Managers, ensure appropriate and stretching service levels are devised and delivered

Manage the day to day activities with third party suppliers to highlight issues and ensure optimal performance; support the annual review of all third-party contracts

Regularly monitor, measure, and report on the department’s KPIs to ensure we are delivering against targets, identifying and highlighting any areas of concern or improvement

In conjunction with the Quality and Training Manager, identify training needs and ensure that standard operating procedures are being followed

Ensure effective management and delivery of Out of Hours support

Build effective relationships and oversee Law Enforcement Agency (LEA) activities, ensuring requests are dealt with within specified timelines and accurately reported on

Responsible for overseeing effective credit and payment management

What skills, experience and behaviours we are looking for?

We are looking for someone with extensive experience of leading and managing customer service teams.  You will have experience of analysing and reporting information.  All done with attention to detail and highly organised.   

You will need to demonstrate that you have experience of delivering high levels of customer service to agreed targets and service levels and all with excellent attitude and first class communications skills.

As an accomplished manager you will be a good influencer and be comfortable working with customers and stakeholders at all levels of the organisation. Showing initative and flexible in your approach to work, building and maintaning excellent relationships internally and externally.