Join to apply for the Customer Service Manager role at GMC Utilities Group. This full-time permanent position offers a competitive salary and reports to the Group Communications and Customer Service Manager.
Are you looking to become part of a collaborative team whilst maximising your potential to grow and develop within your career? Apply today.
Key Duties and Responsibilities
* Positively contribute to the Customer Service Team, Senior Management, and culture within the organisation.
* Recruit, mentor and develop the Customer Service Team and nurture an environment where they can excel through encouragement and empowerment.
* Provide leadership and mentorship for Customer Service Team.
* Manage issues and crisis communications.
* Be responsible for Customer Service KPI reporting and development.
* Implement complaints management process, ensuring adherence to contract KPI's.
* Liaise with client complaints team regarding complex complaints and attend monthly meetings.
* Liaise with client claims team to confirm works carried out.
* Manage telephone / CRM systems.
* Handle customer complaints or concerns in a timely and professional manner to maintain good relationships.
* Assist with or perform administrative tasks for Senior Management and advise the Board of Directors on potential issues.
* Audit work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
* Maintain strong relationships with all parties involved.
* Maintain strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations.
* Improve customer service experience, create engaged customers, and facilitate organic growth.
* Take ownership of customer issues and follow problems through to resolution.
* Set a clear mission and deploy strategies focused on that mission.
* Develop service procedures, policies, and standards.
* Keep accurate records and document customer service actions and discussions.
* Control resources and utilise assets to achieve qualitative and quantitative targets.
* Maintain an orderly workflow according to priorities and foster a strong working relationship with all departments and branches with special attention to the internal workshops.
* Develop and foster customer relationships with regular communication to understand their needs and expectations while acting with urgency and flexibility to ensure customer satisfaction.
* Provide solutions that fulfil our customers' needs and expectations with speed, accuracy, and exceptional customer service.
* Direct and coordinate cross-functional teams to ensure a consistent customer experience across all touchpoints.
* Utilise business tools such as CRM to report and achieve KPI's.
* Provide clear and concise weekly and monthly analytical and strategical reports on KPIs.
* Ensure that all customer/client contractual obligations are implemented and maintained as required.
* Be aware of the potential environmental impacts associated with your work and the implications of non-conformance.
* Champion data protection compliance, ensuring all processes, systems and data within area of responsibility are operating compliantly and within the requirements of the GDPR and its principles.
* Take on other duties which the Company may assign you from time to time, agreed with management prior to any assignment.
Candidate Requirements and Competencies
* Minimum 3 years' experience as a People Manager, with a proven track record of leading a high performing team.
* Third-level degree in Communications, Business, Marketing, or related field is desirable.
* Proficiency in Microsoft Suite essential.
* Full clean driver's license.
* Proven track record of internal communications experience including developing a positive employee culture and creating content for employee communications.
* Creative and results-focused with the ability to think outside the box and generate cut through press coverage to build a brand's profile.
* Strong written and verbal communication skills.
* Confident, motivated, can work independently, be a team player as well as manage a team.
* Ability to work under pressure with strict deadlines, whilst keeping a close attention to detail.
* A strategic mind-set with time management abilities to meet targets, monitor progress and budgets, and report on performance.
* Excellent relationship management and interpersonal skills with the ability to work collaboratively with colleagues to find the best solutions to challenges.
Become a part of something bigger. At the heart of GMC is our people, from engineers through to customer service and we aim to work collaboratively towards our common goals. GMC is an equal opportunity employer, and we aim to recruit and retain like-minded people from diverse backgrounds with a wide range of expertise. If you require any specific accommodations, we will make every reasonable effort to support you throughout the recruitment and selection process.
Please contact us at careers@gmcirl.com.
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