What are the responsibilities and job description for the Customer Service Manager position at Domestic and General Group Limited?
Join Our Team
At Domestic and General Group Limited, we are proud of our 100-year legacy and excited about our future growth plans. We are seeking a skilled Senior Operations Manager to help us expand our horizons, enter new markets and territories internationally.
Key Responsibilities
This role involves developing and implementing strategies to improve efficiency, sales performance, and customer experience in our contact centers. The successful candidate will be responsible for:
- Culture Development: Developing and maintaining a culture that fosters achievement, positive support, and motivation within the team.
- Partnership Building: Collaborating with Product, Marketing, and IT teams to drive innovation and implement new ideas that improve customer experience.
- Leadership: Embedding changes effectively, delegating opportunities, and managing time to deliver value-added results.
- Performance Improvement: Contributing to high-performance and continuous improvement through sharing learnings, best practices, and creating an effective feedback loop.
- Accountability: Setting expectations, driving accountability, and providing clarity on objectives and how to achieve them.
- Data Analysis: Working closely with MI and Data Analytics to identify opportunities and drive improved performance.
- Technology Evaluation: Evaluating new technology to continue evolving the call center, improving efficiencies, sales conversion, and customer experience.
- Customer Service: Working closely with internal and external stakeholders to deliver exceptional customer service and identify opportunities to drive improved CSAT.
