Customer Service Manager - Birmingham Manager jobs

Job Description

Salary: £34,551 - £40,648

Location: Birmingham – Hybrid, 2 days in office, 3 days working from home.

Contract Type: Permanent

Hours: Full Time

About us:

Our purpose is to protect the public by regulating dental professionals in the UK. All dentists, dental nurses, dental technicians, clinical dental technicians, dental hygienists, dental therapists and orthodontic therapists must be registered with us to work in the UK. The support and experience of our dedicated and highly focused teams is invaluable. This is your chance to build on your own skills and experience and make a worthwhile contribution to our work.

About the role:

If you thrive in a fast-paced environment, have strong leadership experience and a passion for coaching and developing people, we would love to hear from you.

We have an opportunity for a Customer Services Manager to lead our Customer Advice & Information Team. We are the first point of contact for our customers; including dentists, dental practitioners and patients, supporting around 110,000 queries per year, by telephone and email.

You will directly line manage a team of Customer Advice & Information Officers, Seniors and Receptionists, coaching and supporting them to deliver exceptional customer service and achieving agreed targets.

You will be comfortable in a real-time, fast-paced environment, and able to make decisions to maximise your resource as you need.

You will have experience collecting, analysing and making recommendations using customer insight, to develop your people and your processes.

You will be a comfortable collaborator. Engaging with peers and colleagues right across the organisation, and across all levels to ensure information is shared, feedback is given and you have the information your team need to be successful.

We support hybrid working, with a minimum of two days working from our offices, and the rest of the week working from home.

About you:

The successful candidate will be a team player with the ability to engage confidently and effectively with customers and colleagues of all levels. You will be comfortable communicating both in person and in writing, whilst building good stakeholder relationships.

You will be able to demonstrate empathy, tact and discretion whilst discussing sensitive issues with colleagues, and be dedicated to supporting the development of your team through effective coaching and feedback.

You will have excellent IT skills, including Microsoft applications and large databases.

You will be data-driven and analytical. Able to use insight to support your decision making, planning and driving continuous improvement.

Experience of leading and managing in a real-time contact centre type environment is desirable, but not essential.

The GDC is committed to equality and diversity. We encourage and support the recruitment, retention and career development of people from as wide a range as possible of ethnic, cultural and social backgrounds.

Benefits:

To reward you for your hard work and commitment, we offer a flexible hybrid working environment as well as an attractive benefits package that includes:
 

• Pension contributions up to 10%
• 25 days’ annual leave (plus bank holidays)
• 28 days holiday after 2 years of service
• Life assurance and income protection
• Staff discounts
• Discounted Gym Membership
• Eye Care contributions

How to apply:

You can view the job description and apply through our website via the button below.

Applications are assessed against the person specification criteria, and you are required to provide examples of the following in your supporting statement
 

• How you have developed and coached team members through 1-2-1’s
• How you have used data to implement improvements within a team.
• How you have managed and or built stakeholder relationships.
   

Please note that we reserve the right to bring this recruitment campaign to an end without notice, and we encourage all interested candidates to apply as soon as possible.