Customer Service Manager

📁
IT&D
📅
190000BL Requisition #
Thanks for your interest in the Customer Service Manager position. Unfortunately this position has been closed but you can search our 30 open jobs by clicking here.
Must demonstrate proven experience and ability to:
  • Lead and manage a customer services function;
  •  Delegate work to others;
  •  Develop the knowledge and skills of both team members and individuals;
  •  Respond to complaints;
  •  Demonstrable experience in customer service management;
  •  Direct line management experience across a range of disciplines and levels – including recruitment, development, appraisals, and objectives;
  •  Demonstrable experience of directly communicating with senior managers from a customer service perspective using written and oral methods;
  •  Experience of dealing with grievances;
  •  Participate in, and chair, meetings;
  •  Promote equality, diversity and Human Rights in working practices;
  •  Maintain standards for security of information.
Knowledge
  • In-depth understanding of Customer Service Management;
  •  Experience in delivering improvements to Customer Services processes;
  •  In-depth understanding of Continuous Service Improvement;
  •  Knowledge of Health and Safety issues relevant to the post;
  •  Knowledge of internal financial processes;
  •  An extensive knowledge of leadership and management methods and techniques;
  •  Knowledge of disciplinary processes and procedures.
Skills
  •  Demonstrable leadership ability in a complex and constantly evolving Customer Service environment;
  •  Exemplary customer service skills;
  •  Exemplary communication skills;
  •  Excellent interpersonal skills with the ability to confidently interact and empathise with all levels of staff;
  •  Excellent presentation skills;
  •  Flexibility to use a variety of supporting technologies and to be innovative;
  •  The ability to work under pressure and be capable of balancing competing demands and priorities;
  •  Proven track record in understanding the need of customers/users;
  •  An understanding of the ITIL processes as they apply to the team and to the department as a whole;
  •  Excellent organisational skills.
Attitude
  •  Positive and optimistic outlook;
  •  Customer focussed;
  •  Open and honest;
  •  Problem solver;
  •  Able to delegate where appropriate and target that delegation to develop other team members;
  •  Willing to lead by example;
  •  A strong team player with a ‘can do’ attitude;
  •  Self-motivated with the ability to multi task and work well under pressure.
Training & Education
  • An IT and/or Customer Service related qualification with a minimum requirement that it be Degree level, or demonstrable specialist skills in management;
  • ITIL Foundation certificate or demonstrable skills that the ITIL principles are understood in the context of the role.
West Midlands Police are currently undertaking a long term review of staff pay and conditions.  The grade, pay and other terms of employment are therefore subject to review and may change in the future. 


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