Call Centre Manager (Business Banking)

About the role

This is a customer service leadership role responsible for ensuring consistently high standards of service delivery across all customer touchpoints. You will manage incoming communications through calls, emails, social media and correspondence, handle complex customer issues, and provide management support and guidance to Customer Service Officers.

Key responsibilities

• Ensure a consistently high standard of customer service and service delivery across all customer touchpoints

• Monitor and respond to incoming calls, emails, social media enquiries and written correspondence in a timely and professional manner

• Handle and resolve complex customer and Customer Service Officer (CSO) issues, ensuring appropriate and effective resolutions

• Proactively identify potential issues and implement timely solutions to minimise impact on customer and employee satisfaction

• Assess customer issues and determine the most appropriate course of action, clearly communicating resolution plans to relevant stakeholders

• Foster a supportive and customer-focused environment where employees are empowered to take ownership of customer issues and resolve them effectively

• Provide management support and guidance to CSOs, including reviewing and resolving transactions or cases that fall outside the CSOs' authority or jurisdiction

• Conduct regular quality monitoring, coaching and feedback sessions to improve employee performance and service standards

• Provide on-the-job training, guidance and mentoring to support the development of CSO

About you

• Bachelor's Degree in any discipline with 5–7 years of relevant experience in a Contact Centre / Customer Service environment

• Prior experience in banking, financial services or a regulated customer service environment will be an advantage

• Strong people management and leadership skills, with the ability to coach, motivate and develop team members

• Excellent verbal and written communication skills with strong interpersonal abilities

• Strong problem-solving and decision-making capabilities, particularly when handling complex customer issues

• Customer-oriented with a strong commitment to service excellence

• Ability to work effectively in a fast-paced environment while managing multiple priorities
  

  Jevons
  R26163179