Description
IMMEDIATE MANAGER - CUSTOMER SERVICE MANAGER
JOB PURPOSE
The Customer Service Advisor will support the first line customer service team by ensuring that customer interactions meet company standards and drive excellent customer service.
Additionally, this role will be responsible for managing the complex and escalated cases to ensure both legal and industry regulation compliance.
MAIN ACCOUNTABILITIES
1. Responsibility for Complex & Escalated Cases
- Act as a point of escalation for more complex complaints.
- Work complaints cases as and when required, both via telephone and the CRM.
- Handling cases that cannot be dealt with outside of Europe
o Legal cases
o Police cases
o GDPR
o Press related/reporters
o Social Media complaints
2. Monitoring & Evaluating Calls/Emails Contact
- Listen to and evaluate recorded or live customer interactions, including email correspondence, to ensure quality, compliance, and professionalism.
- Ensure agents follow scripts, guidelines, and company policies.
- Provide scoring and feedback based on predefined Quality Assurance criteria.
3. Coaching & Feedback
- Deliver constructive feedback to agents to help improve communication, accuracy, and efficiency.
- Identify training needs and provide targeted coaching sessions.
4. Ensuring Compliance & Accuracy
- Comply with company policies, industry regulations (e.g., GDPR, PCI DSS), and legal requirements.
- Verify that agents comply with company policies, industry regulations (e.g., GDPR, PCI DSS), and legal requirements.
- Ensure correct and accurate information is provided to customers.
5. Identifying & Addressing Issues
- Track common customer complaints and agent errors to identify patterns.
6. General Administrative Duties
- Accurately process customer renumerations / refunds/ vouchers
- Assist and cover other Company Administrators as required, particularly during busy periods and periods of annual leave.
WORK CONTEXT
The post is based at MFG’s Head office in St. Albans.
KNOWLEDGE AND SKILLS REQUIRED
- Previous customer service experience is essential.
- Excellent communication skills; verbal, electronic and written.
- Highly computer literate with excellent working knowledge of Microsoft Office programmes.
- Excellent organisational skills with the ability to prioritise tasks and to work to deadlines.
- Ability to achieve targets whilst maintaining accuracy.
- Ability to develop positive working relationships with colleagues and external contacts.
- Rational decision making and judgement.
COMMUNICATIONS
Internal Contacts:
- Customer Service Manager
- MFG’s Offshore Customer Service Team
- Managing Director, Operations
- Operations Directors
- Regional Managers
- Area Managers
- Other Directors
- Other Head Office Personnel