Customer Service Manager
Thanks for your interest in the Customer Service Manager position.
Unfortunately this position has been closed but you can search our 4 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.
