Customer services manager (contact centre) Work, Jobs in Basingstoke, Ham (with Salaries)

Customer Services Manager (Contact Centre)
Healthxchange —Reading
- £40,000 - £45,000 a year
- Monday to Friday
- Team management
- Organisational skills
- Training & development
- Work from home
- Employee assistance programme
8d
Service Delivery Manager
Nomios —Basingstoke
- £45,000 - £55,000 a year
- Full-time
- Hybrid work
- CRM software
- English
- Continuous improvement
Quick apply
Customer Service Team Manager
Benefact Group —Eastleigh
- Up to £40,000 a year
- Full-time
- Hybrid work
- Recruiting
- Training & development
- Leadership
- Annual leave
- Sick pay
Quick apply
Operational Excellence Lead (Customer Services)
B&Q —Eastleigh
- From £52,000 a year
- Part-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Agile
- Annual leave
- Employee assistance programme
7d
Customer Proposition Development Manager
B&Q —Eastleigh
- £62,000 - £75,000 a year
- Part-time
- Hybrid work
- Analysis skills
- Communication skills
- Annual leave
- Employee assistance programme
12d
Business Development Manager - CX / CCaaS
Gamma —Newbury
- Full-time
- Remote
- Business development
- Communication skills
- Negotiation
- Annual leave
- Employee discount
Quick apply
6d
Resolution Team Lead
B&Q —Eastleigh
- £36,000 - £40,000 a year
- Part-time
- Hybrid work
- Continuous improvement
- Recruiting
- Training & development
- Annual leave
- Employee assistance programme
11d
Project Manager
Content Guru —Bracknell
- Full-time
- Bachelor's degree
- Organisational skills
- Software development
Quick apply
Product Manager - Agent Experience
Thames Water Utilites —Reading
- £65,000 - £75,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Presentation skills
- No degree
14d
Property Manager
LRG —Camberley
- £27,500 a year
- Monday to Friday
- Hybrid work
- Organisational skills
- Communication skills
- Time management
- Employee discount
Quick apply
11h
Client Service Delivery Operations Lead – Risk and Healthcare
Aon Corporation —Farnborough
- Continuous improvement
- Recruiting
- Organisational skills
Business Development Manager - CX / CCaaS
Pragma —Newbury
- Business development
- Communication skills
- Negotiation
- Annual leave
- Employee discount
4d
Project Manager
Thames Water Utilites —Reading
- £55,000 - £60,000 a year
- Full-time
- Hybrid work
- Agile
- Budgeting
- Communication skills
7d
Senior Business Development Manager
Content Guru —Bracknell
- Full-time
- CRM software
- Business development
- Presentation skills
Quick apply
Account Manager, Expert
Keysight Technologies, Inc. —Wokingham
- Part-time
- Remote
- Engineering
- Master's degree
- Business development
1d
Business Development Manager
Content Guru —Bracknell
- Full-time
- CRM software
- Marketing
- Business development
Quick apply
Brand Manager
KFC —Woking
- Full-time
- Restaurant
- Employee assistance programme
- Employee discount
Senior Product Manager
Content Guru —Bracknell
- Full-time
- No degree
- Product management
- Conflict management
Quick apply
Business Development Manager
Macfarlane Group —Reading
- £50,000 - £55,000 a year
- Full-time
- Hybrid work
- CRM software
- Microsoft Office
- Business development
- Employee discount
Retail Core Menu Manager
KFC UK & I - Marketing —Woking
- Full-time
- Hybrid work
- Merchandising
- Restaurant
- Marketing

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customer services manager (contact centre) jobs near basingstoke, ham

Customer Services Manager (Contact Centre)

Healthxchange -
Reading

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Job details

£40,000 - £45,000 a year
8 days ago

Benefits

Company pension
Work from home
Employee assistance programme
Employee discount

Qualifications

Customer service call handling
Inbound customer enquiry call handling
Stakeholder collaboration
Stakeholder liaison
Process improvement
Microsoft Office Suite
Complaint handling
Team management
Organisational skills
Management reporting
Customer interaction
Training & development
Rota coordination

Full job description

Customer Services Manager (Contact Centre)

Location: Reading, WFH 2 days/week

Reporting to: Customer Experience Director

Hours: Monday - Friday

Salary: £40,000 - £45,000 + annual bonus

About Healthxchange:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with award-winning brands including Obagi Medical, Medik8, and Jane Iredale to strategically commercialise their products in market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

About the role:

The Customer Services Manager plays a pivotal role in providing strong leadership, coaching, and support to a team of Customer Services Executives. This individual will ensure that the team delivers exceptional service to our customers at all times while adhering to compliance and regulatory requirements. A key aspect of the role involves driving team performance through coaching and training, with a constant focus on improving customer satisfaction and retention.

Responsibilities:

Ensure a commercial focus within the team, seeking opportunities to grow customer spend, including identifying opportunities and sharing these with our sales teams.

Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.

Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements within the Customer Services team.

Lead by example and positively influence and contribute to team culture.

Conduct regular one to one meetings with team members to review individual and team performance.

Regularly review the quality of work delivered by the team through call recordings and assessment in line with the call quality requirements document.

Provide daily/weekly/monthly reporting on team performance, sharing insights and commentary as required.

Work closely with key stakeholders within the business to identify opportunities to improve existing procedures and seek to improvement streamlined policies to improve efficiencies.

Assist with answering customer calls and emails during busy periods to ensure department service levels are maintained.

Support with the recruitment and induction of new starters, including completing regular meetings during probation to ensure team members achieve the required level.

Manage the department shift and holiday rota to ensure sufficient staffing capacity to support incoming customer volumes and to maintain our service levels.

Manage team member timekeeping and absence in accordance with company policies.

Handle complaint escalations in line with agreed authorisation levels and coach team members to resolve customer complaints.

Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business.

Ensure all team members receive adequate training and support and support with the writing of department Standard Operating Procedures (SOP) and Work Instructions (WI).

Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.

Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions.

Provide support with ad-hoc projects and tasks as required

Requirements:

Line management experience as a team leader or manager within a customer services/contact centre environment (required)
Experience working in a regulated environment (Pharma preferred)
Coaching skills
Passion for delivering an exceptional customer experience.
Strong organisational skills.
Ability to work under pressure in a fast-paced environment.
Microsoft Office
CRM experience (Salesforce preferred)

Benefits:

Company pension, annual performance bonus, 25 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, access to Health Assured EAP, Birthday off Perk.

Healthxchange is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer, and we welcome and encourage applications from all qualified individuals regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability status, marital status, or any other legally protected status. All employment decisions are based on merit, qualifications, and business needs.

Apply Now

Refine Your Search

customer services manager (contact centre) jobs in basingstoke, ham

Customer Services Manager (Contact Centre)

Service Delivery Manager

Customer Service Team Manager

Operational Excellence Lead (Customer Services)

Customer Proposition Development Manager

Business Development Manager - CX / CCaaS

Resolution Team Lead

Project Manager

Product Manager - Agent Experience

Property Manager

Client Service Delivery Operations Lead – Risk and Healthcare

Business Development Manager - CX / CCaaS

Project Manager

Senior Business Development Manager

Account Manager, Expert

Business Development Manager

Brand Manager

Senior Product Manager

Business Development Manager

Retail Core Menu Manager

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