Job title: Manager

Contract type: Permanent

Percentage: 100%

Salary: £57,000 - £86,000

Location: Perth

Reference: 13486880

Closing date: asap

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Customer Service Operations Manager

Our client is one of the largest energy companies in the UK and continues to see unprecedented growth throughout the country.

Job description:

As Customer Service Operations Manager, you will work closely with senior managers and key stakeholders within the Retail team to deliver a successful customer contact strategy which cements the organisations reputation for delivering first class customer service.

You will be responsible for managing our clients Customer Service contact centres, ensuring services provided are effective, efficient and meet the needs of all service users and regulatory bodies, whilst maintaining an environment where staff are committed to high standards and continually seek to improve this.

You will implement strategies and maximise performance within the contact centres to ensure key performance indicators are met whilst maintaining award winning customer service. You will do this through supporting the development of a robust training programme, identifying training needs and encouraging staff engagement. You will also ensure that centres are staffed appropriately utilising resources in the most efficient cost affective manner.

You will be responsible for managing the operational budget by estimating requirements, preparing annual budgets, scheduling expenditure, analysing variances and initiating corrective actions. You will also be required to keep up to date with industry developments and market trends within designated sectors and proactively communicate them throughout the business.

The Successful Applicant:
To be successful in this role, you must have experience within an Operational Customer Service Management role and possess a Business Qualification or equivalent. You must also have a good understanding of the Utilities industry or similar regulated industry and bodies.

You will also possess project management experience along with good time management and planning skills and a good knowledge of budgeting. Excellent written and verbal communication skills are essential, as are report writing skills and the ability to present to different levels with in the business. You will have excellent negotiating, influencing and interpersonal skills with the ability to build strong teams and hold an audience. The ability to work under pressure and meet multiple deadlines is a must. You must also be resilient, self motivated, and flexible to working locations and hours.

What's on Offer:
£57,000 - £86,000 basic, bonus, benefits

For further information and a job description please contact

scandinavianpersonnel.com