Job Description

Are you a Customer Service and Quality Assurance Manager looking for a new challenge? Do you have experience of leading, developing and motivating customer service teams to deliver high quality and consistent customer service for potential, new and existing customers?

If so, this could be the perfect role for you. Working with a leading telecommunications client at their Customer Service office in Nelson, you will be responsible for managing the customer service team of agents and coordinating and supervising an assistant manager, as well as reporting and liaison with external clients and the client`s Head Office down south in the achieving of departmental qualitative and quantitative goals related to the delivery of customer service.

Benefits for this role include:

A competitive basic salary that ranges between £25,000-£30,000 per annum (dependant on experience).

29 days holiday per annum (including bank holidays).

Working hours of 0900-1800 Mon-Fri (there may be occasions where additional days could be required as and when necessary).

Day to day duties in this role include:

Liaising with all departments and management to provide strategic and informative direction on initiatives
that will enhance the customer service performance, proactively identifying potential issues
and addressing them to improve working practices and streamline end to end delivery promoting first
call resolution.

Ensuring agents reach their set KPIs including SLA`s and reporting any failure to HR. Implementing
performance improvement plans and reporting this to the Service Delivery Manager and ensuring the
customer service department are following processes.

Managing data protection procedures within the department, ensuring that data protection is upheld
and maintained according to GDPR regulatory requirements.

Completing and recording daily, weekly and monthly QA as well as other measures of performance by
analysing and measuring the quality of customer service interactions and recommending transparent
and realistic solutions.

Resolve customer complaints and escalated queries in a timely and professional manner according to
industry and ombudsman guidelines.


In order to apply for this role, you MUST have the following skills and experience:

Proven previous experience as a Customer Service Manager - this is ESSENTIAL.

Experienced in both developing and monitoring set KPI`s.

Experienced in managing GDRP compliance administrative processes.

It would also be desirable for the right candidate to have experience in the telecoms industry.


If you fit the above criteria, please apply directly and to speed up your application, complete our pre-registration link on http://registrations.brookstreet.co.uk/full-registration.aspx

If you require any further information - please be aware this consultant (Daniel) is working remotely from home so best form of contact would be via e-mail on