 Customer Liaison Manager
Location: --Reading
Salary: GBP25000 - GBP30000 per annum + Bonus & Benefits
We are looking for an experienced Customer Service representative to manage a key team at our head office in Reading
The role holder will be responsible for leading a team of Customer Service Executives to ensure customers with overdue invoices are contacted within agreed timescales. The role holder will also ensure inbound calls and emails from customers are handled within agreed service levels and that issues preventing payment are resolved in a way that meets Yell’s service standards and complies with Group Credit and Collection Policy.
Responsibilities:
Lead the team to ensure a professional, high quality and timely service is provided to customers
Plan and manage dialler strategy and resource requirements for outbound and inbound contacts in conjunction with the Workforce Management Team
Monitor daily, weekly and monthly performance against agent, team and department KPIs
Review agent and team performance and put in place corrective action where necessary to ensure KPIs are achieved
Support and develop team members through coaching, training, regular 121s and performance reviews to maximize successful call outcomes and meet Yell’s service expectations
Communicate with team members to ensure they have the required information to fulfill their role and individual and team objectives
Deal with escalated customer issues in a sensitive and professional manner
Pro-actively identify process improvements that will improve efficiency or collection performance without compromising Yell’s service standards
Ensure team activities comply with Group Credit & Collection Policy, Data Protection guidelines, PCI standards, other relevant legislation and Yell’s internal policies and audit controls
Ensure interfaces with other teams and departments operate effectively and SLAs are met
Continually develop own knowledge and skills to ensure achievement of personal, team and department deliverables
Participate in department and business projects to help deliver project objectives in line with plans
Skills Required:
• Experience of personally building relationships with internal and external customers
• People management/supervisory experience to include operational HR processes (recruitment, appraisal, disciplinary procedures, etc.)
• Experience in a collections or customer service role managing inbound and outbound contact by telephone and email
• Experience of using coaching to support performance improvement
• Proficient in MS Word, Excel and Powerpoint
• Previous experience of SAP
• Experience of delivering presentations and involvement in project work
• Experience of managing dialler activity
NB: You must be eligible to work in the UK to be successful in your application.
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