Customer Service Operations Manager

Raisin

Customer Service & Support

IT & Telecoms Confidential
New
2 weeks ago

Job Summary

The CS Operations Manager role will make a key contribution to our plans to grow our new online consumer savings proposition into the market. The individuals in the role will form a key part of Raisin’s international platforms, offering excellent service to our customers, handling complex customer enquiries, collaborating well across departments to drive change and ensure a high level of customer satisfaction.

  • Minimum Qualification:Degree
  • Experience Level:Entry level
  • Experience Length:2 years

Job Description/Requirements

Responsibilities :

  • To respond to customer queries in a timely manner in line with Raisin’s SLA’s, with a focus on our most complex cases which have been escalated by our first line of support.
  • To be a key person in the delivery of the Raisin excellent service.
  • To gain a detailed product knowledge in order to resolve customer queries and provide guidance when required.
  • To ensure customer matters are resolved to a satisfactory conclusion, proven through measured customer satisfaction.
  • To continue to offer excellent customer service.
  • To give both written and verbal service to our customers.
  • To adhere to our data control principles.
  • To ensure our IT systems are kept up to date.
  • To manage time effectively, working across a range of queries and back-office administrative tasks.
  • To be a real team player and champion our customers in everything you do.
  • To liaise with our B2B channels and service providers to resolve customer queries and technical issues.
  • To work well alongside a diverse workforce, based both in the UK and across Europe.


Requirements:

  • Previous experience gained working in a customer service type role.
  • Tech savvy, with previous experience of using an online customer admin database, ticketing system or similar online customer service tools. This will form a key part of your day to day role, and as such it is essential that you are comfortable learning new online systems.
  • Ability to learn and understand complex financial services products.
  • Excellent telephone skills and manner in dealing with customer queries.
  • Excellent written skills in responding to customer requests.
  • Good MS Office (or google equivalent) skills.
  • Good questioning skills in establishing and resolving customer queries.
  • Attention to detail. Constantly checking work to ensure accuracy.
  • Working knowledge of web technologies.
  • Team spirit. Working as part of a small team.
  • Organisational skills. Able to prioritise your own work.

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