Customer Service Manager Location: Bromley JRRL are looking for an experienced Customer Service Manager to be responsible for managing a high level of customer service for a company based in Bromley. The Customer Service Manager will be responsible for recruiting, training, managing and developing a multi skilled team of customer service agents. Main duties for the Customer Services Manager: Lead, coach and develop a team of circa 20 customer service professionals to achieve both individual and team success To regularly assess the performance and behavioural competencies of team members, identifying training needs and creating development plans Sets and reviews progress against objectives To develop, implement, maintain and monitor service level standard To develop and maintain quality controls To review, improve, streamline and implement administration processes, procedures and systems, to ensure continuous improvement Ensure procedures are up-to-date and fit for purpose Review and manage escalated calls and quality reviews To work within agreed process and payment authority levels Provide monthly management information reports to Senior management Provide statistical reporting to HMRC Monitor and manage the Customer Service Risk Register Person Specification for the Customer Services Manager: Significant people leadership experience within customer service financial services Successfully managing, developing and motivating a team Conducting appraisals and creating ..... full job details .....