Customer Service Centre Manager (PTS)

Role: Customer Service Centre  Manager (PTS)

Location - PTS - Plumbing Trade Supplies, 2 Sabre Close, Green Farm, Quedgeley, Gloucester, GL2 4NZ

Hours: 40 per week, Monday to Friday

Salary: £Competitive inc Excellent Benefits 

PTS is a leading distributor of domestic plumbing and heating products to a varied customer base  including major contract customers, house builders and housing associations. With a network of branches, PTS is ideally placed to meet the needs of customers, wherever they may be, we also offer a fast and efficient on time in full delivery service to all our users.  

We are recruiting an experienced Customer Service Centre Manager who is motivated, driven and looking for the next step in their career,  who has previously coached, developed, supported and motivated teams & developed team leaders within an inbound customer service contact centre environment. 

The role;

To be successful in this role you will manage a team of Customer Service Advisors to deliver fantastic service to our managed customers as part of the management team in the West Trading Hub, you will play a fundamental role to oversee all aspects of service delivery and team performance & development. You will lead, manage and motivate a team of Customer Service Advisors to consistently deliver the highest levels of customer service, driving individual and team performance to help achieve departmental targets. You will ensure that work is prioritised effectively to ensure all  essential elements for all of our contracts are covered and our suppliers / customers are receiving a first class customer service experience. 

• Oversee the day-to-day operations of the Service Centre, including work allocation and prioritisation.

• Constantly looking on how the operation can be improved to report, analyse and resolve system, customer and operational issues that impact service quality. Working with all Team Leaders to identify where departmental processes can be streamlined, refined and improved. Ensures that there is a culture of continuous improvement and that all processes are subject to both BPR (Business Process re engineering) and a regular auditing process.

• Meet weekly with key stakeholders to review performance key metrics against plan, reasons for variance and implementation of necessary corrective action.     

• To invest time and maintain a clear strategy to grow the Centres over time, ensuring a consistently high level of service to customers, irrespective of the increased work volumes.

• To manage supervisors  to ensure that there are effective processes in place for; recruitment, induction, training and the maintenance of quality standards. Ensures that the best available staff are recruited and that the Service Centre becomes a local employer of choice. 

• Proactively work with the  Senior Account Management Team to determine which potential accounts to accept into the Service Centres, based on key metrics e.g. monetary size of account, potential growth, ability to service etc. and to attend all relevant meetings.

It would be great if you had;

• Excellent communication skills who puts their team and customers at the heart of every decision made, and have the ability to converse with key stakeholders in a professional manner at all levels.

• Strong leadership and people management skills and the ability to converse at all levels. 

• Previous experience of practical customer service experience at a managerial level, and managing a diverse range of enquiries. 

• Proven track record in delivering outstanding customer service, with an analytical approach to situations. 

•  Project management experience & with a  understanding of Service Level Agreements to ensure the Service Centre can operate to its full potential.

Why you should come and join us;

As part of the Travis Perkins Group, one of the UK's leading companies we’ve got the supportive culture of a family run business and an entrepreneurial mindset. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20 leading businesses including Travis Perkins, City Plumbing Supplies, PTS, Primaflow F&P, Wickes and Keyline and we operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.

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