Here at CarFinance 247 we are currently recruiting for a Customer Support Manager to join our team. The Customer Support Manager will manage the day to day running of the department, including the management and monitoring of workloads, queues & performance.
Responsibilities for the Customer Support Manager;
- To consistently review department processes to become more streamlined and effective
- Conduct regular 1-2-1’s, fully understanding the performance of each team leader and managing any issues relating to sickness, absence or conduct on your team
- Investigate and address any service complaints made against team members in line with company standards and procedures
- To undertake coaching sessions and development sessions with all team members to ensure work is completed to the expected standard and completing the appropriate documentation
- Ability to analyse and interpret quality metrics to provide recommendations on where performance could be enhanced & improved
- To undertake training and development sessions with small groups of advisors
- To address and manage any people and/or performance issues developing performance improvement plans (PIPs) as appropriate and liaising with the HR team as appropriate
- Conduct individual probation reviews where required
- Undertake any grievance and disciplinary activities and meetings
- Hold motivational daily and weekly briefings and monthly team meetings to build and maintain team relationships and morale
- Facilitate day to day team activity such as absences, return to work interviews - keeping records up to date at all times
- Coordinate weekly and monthly reports for the team and the Operations Manager