Customer Services Manager

ROLE DESCRIPTION

Role Title

Team

Reports to

Customer Services Manager

PCN

Commercial Director

PURPOSE

To deliver a consistent and continually improving internal and external customer experience whilst excelling in our customer delivery at all times.

PRINCIPAL ACCOUNTABILITIES

• Managing the department authorising holidays, managing necessary cover, dealing with daily staff queries.
• Collating daily, weekly and monthly reports as and when required.
• Managing customer complaints/emails that are sent to Group CEO.
• Liaising with external Clients where necessary in order to bring issues to a successful conclusion.
• Logging and responding to all complaints in a timely manner and in accordance with current legislation.
• Manage inboxes and co-ordinate and liaise with external providers offering information as necessary.
• Manage cancellations, collate information, review information and provide to the relevant departments in a timely manner.
• Setting and monitoring targets for all teams for Team Leaders and their related teams as well as delivering on own targets.
• Developing, evaluating and overseeing compliance in PCN department and implementing changes in line with regulations.
• Preparing, completing and submitting annual DVLA & BPA/IPC audits.
• Driving and supporting the PCN, Compliance and POPLA team to be the best they can be.
• Carrying out interviews, 1:1’s and probationary reviews with Team Leaders and supporting the Team leaders with their teams.
• Liaising with all external regulatory bodies regarding incoming enquiries – Members of parliament, British Parking Association, ICO, DVLA, Trading Standards.
• Interpreting issues arising and implementing actions according to administrative policies and procedures.
• Formulating and submitting Approved Operator Scheme census (Every six months).
• Arranging and participating in meetings, conferences and project team activities.

PERSON SPECIFICATION

Qualifications

Personal Attributes

• Able to mentor, motivate and manage a multi-disciplinary team.
• Articulate with a good standard of written English
• Outgoing
• Persuasive
• Work well under pressure and with a varying work load
• High Attention to detail
• Exceptional Organisational skills
• Good interpersonal skills
• Continuous improvement mindset
• Leadership skills
• Adaptability – able to change and adapt where necessary and easily
• Problem solving and decision-making skills
• Teamwork skills
• Critical thinking skills
• Good self-management
• Continuous improvement mindset

TECHNICAL COMPETENCIES

• Time management, organisation, prioritisation and coordination skills
• Intermediate Microsoft Office knowledge
• Basic understanding of the General Data Protection Regulations (GDPR), or a willingness to learn
• Proficient understanding of the British Parking Association Code of Practice and associated guidelines

BEHAVIOURAL COMPETENCIES

• Taking ownership and being responsive
• Client service
• Communication skills (verbal and written)
• Teamwork and collaboration
• Integrity, openness and honesty – doing the right thing and doing what you say you will
• Problem-solving and using sound judgement

Salary Range

Contract Type

Job Types: Full-time, Permanent

Salary: £36,000.00-£40,000.00 per year

Benefits:

• Casual dress
• Company car
• Company events
• Company pension
• Employee discount
• Free flu jabs
• Free parking
• On-site parking
• Referral programme
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Birmingham: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service Management: 3 years (required)
• Customer Service: 5 years (required)

Work Location: In person