Customer Service Manager

Job Code
Posted on
Closing on
Customer Service Team
Job type
Full Time
£42,000 pa
Job Description

The Education and Training Foundation (ETF) helps ensure that the Further Education and Training sector develops world class leaders, teachers and trainers. We work across the whole FE sector and are funded by Government grant, commercial contracts, professional membership (The Society for Education and Trainng – SET) and accreditation fees and a variety of other business activities.

We are now looking to appoint a Customer Service Manager who will manage a team of customer service agents working on products across both SET and ETF. The role will recruit, mentor and develop the customer service agents in a nurturing  environment where they can excel as well as develop service procedures, policies and standards.

The role will report into the Senior Operations Manager and will be responsible for improving the customer and member experience, ensuring issues are resolved satisfactorily in line with relevant processes, whilst liaising with suppliers to ensure performance standards and SLAs are maintained. Previous experience with awarding bodies or membership organisations will be highly regarded.

The successful candidate will:

  • Be educated to degree level or equivalent
  • Be able to demonstrate expertise in Customer Service Management
  • Have significant xperience of managing within a call centre environment
  • Demonstrate experience with IT and telephony related to inbound and outbound call centres
  • Have a proven ability to manage suppliers and to ensure SLAs are maintained
  • The ability to assess performance and progress using both quantitative and qualitative information
  • Calm under pressure and able to maintain professionalism in an array of situations
  • Committed to quality and excellence through evidence of continuing professional development
  • Highly self-motivated and proactive, with excellent interpersonal skills

If you are an exceptional candidate who would like to make an impact and enjoy working in a vibrant and cooperative environment, we will welcome your application.

Closing Date: 4 December at 12 pm

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How to Apply

Applicants should apply by submitting a CV and covering letter (2 pages maximum), outlining how you fulfil the requirements of the person specification. Please send your application via email by the closing date as outlined below, marked PRIVATE & CONFIDENTIAL to: