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Customer Service Account Manager

  • Location

    Manchester, Greater Manchester

  • Sector:

    Admin & Clerical

  • Job type:


  • Salary:

    £14.07 - £14.77 per hour

  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    1 Year

  • Start date:


  • Expiry date:


Our client is seeking a Customer Service Account Manager on an initial 1 Year contact with the possibility of an extension.

Working Hours: Monday - Friday, 36 Hours

Pay Rate: £14.07 P/H PAYE

Job Purpose:

To integrate the IELTS complaints management and associated reporting systems. To agree service levels and processes with a chosen outsourced company providing a 24/7 complaints response and to manage the outsourced provider relationship.

Duties and Responsibilities:

  • Support the procurement of an outsourced telephony service for customer complaints
  • Work with Customer Service and Marketing colleagues to develop the procurement bid
  • Review responses, shortlist and interview suppliers as necessary
  • Manage the telephony service provider and ensure integration with current processes and systems
  • Define reporting formats for regular reporting of the number and nature of complaints received, in line with specific requirements
  • Ensure the consistency and accuracy of complaints reporting and resolve queries in relation to complaint reports
  • Monitor the day-to-day transferal of cases from the outsourced provider; review the information given and follow-up with customer service teams as required, to measure accuracy
  • Agree, setup and organise regular service reviews
  • Extract and analyse service performance metrics including (but not limited to) adherence to standards, service level performance and call quality
  • Identify and highlight all service issues and potential risks and make recommendations for improvements as required
  • Provide regular reports at an agreed frequency to relevant parties, detailing service performance metrics and risks and requirements for mitigation
  • Ensure the enforcement of contractual commitments in terms of standards, timescales, quality and service provision, and initiate service credits or otherwise in the event of SLA breaches
  • Review and assess the 24/7 outsourced telephony service, complaints handling processes, data integrity and reporting structure, providing comprehensive overviews and SWOT analyses
  • Develop and produce options for future customer service/complaints handling models
  • Calculate and plan resources, structures and finances needed to adjust or replace the complaints handling service.

Skills and Experience:

  • Customer service qualification for example, Institute of Customer Service management qualification or Solutions/Innovations/ Coaching Award, or equivalent by experience
  • Extensive experience working in a service-focused environment with knowledge of managing customer complaints
  • Experience of managing projects end-to-end across multiple teams including design, setup, implementation and ongoing monitoring
  • Experienced in process planning and implementation
  • Practical working knowledge of CRM systems
  • Experience of extracting and manipulating information from databases
  • Experience of report writing and preparation

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases