Customer Service Manager

Company Description

BIC Consolidated Services is experiencing significant growth as a leading provider of cleaning services and an opportunity now exists to become an integral part of our BIC Consolidated team.

Job Description

We are on the hunt for a passionate, well-rounded Customer Service Manager who is interested in working in the industry.

If you're looking for a rewarding career where you can work with a team of dedicated professionals, we encourage you to apply today!

The Role:

• Oversee and lead a team of 15 customer service representatives across 7 departments, ensuring cohesive performance and alignment with organizational goals.
• Establish clear performance standards for subordinate managers and provide regular coaching, feedback, and development opportunities to enhance their effectiveness.
• Guide portfolio managers in maintaining detailed records of customer interactions and service history to ensure informed decision-making and seamless customer experiences.
• Implement and maintain standard operating procedures across all subordinate departments, ensuring consistency and efficiency in customer service delivery.
• Oversee the resolution of complex customer issues by coordinating efforts between subordinate teams, ensuring timely and satisfactory outcomes.
• Maintain an integrated system to monitor performance metrics for all reporting managers, identifying opportunities for improvement and innovation.
• Develop and manage a comprehensive customer service portfolio to track service performance, customer satisfaction, and retention metrics.
• Regularly review and refine service strategies in collaboration with portfolio managers, aligning them with organizational priorities and customer expectations.
• Ensure the portfolio reflects up-to-date data on customer interactions, resolutions, and feedback for strategic decision-making.
• Supervise security managers in implementing and maintaining robust protocols to safeguard sensitive customer information.
• Ensure compliance with legal and regulatory requirements related to data security and risk mitigation within the customer service framework.
• Develop escalation protocols to manage high-priority issues involving security risks or complex service challenges.
• Collaborate with consumer managers to design and implement customer loyalty programs and engagement initiatives.
• Monitor customer behavior and feedback trends to adapt services that meet evolving customer needs.
• Ensure all subordinate teams consistently deliver a high-quality, personalized customer experience that drives retention and satisfaction.
• Consolidate and analyze reports from portfolio, security, and consumer managers to present actionable insights to global leadership.
• Ensure all teams meet or exceed KPIs and other performance benchmarks, providing support and resources as needed to achieve targets.
• Lead quarterly reviews of departmental performance and present findings to senior stakeholders, outlining achievements, challenges, and plans for continuous improvement.
• Proven experience in managing diverse teams, including subordinate managers across multiple functions.
• Expertise in operational management, strategic planning, and team development within a customer service context.
• Strong analytical and organizational skills to manage complex portfolios and monitor cross-departmental performance.
• Excellent communication skills for high-level coordination and stakeholder engagement.
• Ability to foster a culture of accountability, innovation, and customer-centricity across all reporting departments.
  
  

BIC Consolidated Services is an Equal Opportunity Employer and encourages Aboriginal and/or Torres Strait Islanders to apply.

Additional Information

Salary Range will be $95,000 - $100,000 per year