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Service Excellence Manager

Service Excellence Manager

2C Recruitment

We are looking for a Service Excellence Manager to join our client in Media City

Reporting to the Head of Billing, you’ll be responsible for second line customer complaints and complaint escalations regarding all utilities.

You will ensure that customers’ information is updated on the system and accurate records are kept. You will also complete quality call assessment across all areas of the Customer Operations teams in accordance with our quality frameworks and deliver coaching with a view to enhancing the skills of our frontline team member.

In return you will be paid a salary of up to 30,000 per annum along with an excellent benefits package.

* Second line telephony response to customer complaints

* Management of complaints that are received in the customer operations inboxes within the agreed SLA’s

* Assist in day-to-day administration of customer base including move ins/outs, direct debit and payment updates with the view to resolving complaint

* Providing regular updates on trends / drivers of complaints and working with heads of, and other stakeholders to highlight and remove process failures which are impacting complaints

* Provide operations with information regarding water emergency queries

 * Develop and maintain Customer conversations guides and work with customer journey team to update in relevant systems * New starter induction training for all areas of customer operations,

* 6 weekly embedding training sessions to support learnings

* Bi-Monthly focus group meetings

* Deliver effective coaching to individuals to enhance knowledge or skills.

To apply for this job please visit

Job Overview
multi utilities support roles
Offered Salary
£ - £
Job Location