Customer Service Manager

Omnia are looking to recruit a Customer Service Manager to lead, motivate and develop a team of customer service advisors to deliver excellent customer service while achieving agreed performance, quality and operational targets.

Key Responsibilities

·Lead and manage a team of customer service advisors on a day-to-day basis.

·Set clear performance expectations and ensure team members meet agreed KPIs and service standards.

·Monitor individual and team performance, including call quality, productivity, attendance, customer satisfaction and service levels.

·Provide regular coaching, feedback and support to improve employee performance.

·Conduct one-to-ones, performance reviews and return-to-work meetings where required.

·Identify training and development needs and work with management to address skills gaps.

·Support the recruitment, induction and training of new team members.

·Manage escalated customer complaints and resolve issues professionally and efficiently.