Customer Service Team Manager

The key to our success is through our commitment to provide excellent customer service to our clients. This can only be achieved through our dedicated customer service teams and we need a strong Team Manager to work with them towards this goal. Working core hours of Monday – Friday; 9am – 5:30pm in our Chertsey office; Are you up for the challenge?

JOB PURPOSE:

Effective Management of team resources and processes to ensure delivery of service excellence. Building and maintaining effective internal client relationships whilst leading and developing a team of people.

KEY DUTIES/TASKS:

* Day to day management of the team through development of direct reports including management of recruitment and induction process, absence, appraisals, performance management and training
* Ensure internal team targets are being achieved
* Team & department strategy development and execution
* Carry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans (PDPs) for team members
* Conducting root cause analysis and implementing solutions to prevent reoccurrence of issues
* Detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations
* Ensuring associate skill and capability base meets work demand
* Ensuring one best way of working, process adherence and maintenance of ISO and SOX accreditation
* Delivering process improvement to drive operations effectiveness and efficiency
* Leading and working with other departments on cross-functional improvement projects
* Carry out other duties as required to fulfil the role, including client visits when necessary

We power organizations with insightful solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as a world-wide leader of business outsourcing solutions.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

SKILLS AND KNOWLEDGE:

* Payroll Knowledge (desirable)
* Strong customer service skills
* Strong people management ability
* Process and quality improvement
* Microsoft Office, including Excel, Word and PowerPoint

EDUCATION AND EXPERIENCE:

* Operations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement
* Chairing and managing internal and external meetings
* Experience of working with and consistently delivering to client SLAs
* Effective communication skills, both verbal and written, at all levels