Customer Service Manager

We are looking for a Customer Services Manager within our Platinum Skies Operations team with the ability to provide a high level of customer service across all of our Platinum Skies Communities

The owner of customer service process and compliance, managing and maximising customer service satisfaction and delivering to SLA. Understanding the Homeowners needs and delivering excellent Customer Service across Platinum Skies. Communicating with internal and external sources in a professional manner to maintain client relationship and move to resolution within SLA. Maintaining daily reporting to assist the business in delighting our customers.

• Maintain the process of Record, Reply, Resolve, Review for customer complaints and issues.
• Record all e-mails received and respond in a defined timescale, supporting targets and SLA.
• Database management currently excel to ensure accurate reporting is available and clear metrics, KPI’s and SLA’s can be checked and reviewed at any time.
• Cross functional working with all areas of the business to resolve issues.
• Direct appropriate contact with our homeowners – professionally written communications and on the phone. Plus the creation of standard template responses in collaboration with our legal team.
• Respond to queries by returning calls and/or passing query to the relevant department to respond.
• Provide information and resolution by deadlines.
• Escalate issue where and when required, to the appropriate business director.
• Maintaining customer files to ensure all customer service communications are recorded and accessible in an organised way.
• Reporting and data analysis for senior leadership team including trend analysis, hot topics etc.
• Creating and evolving contact strategies to streamline services
• Supporting customer facing teams to take accountability for managing contacts where appropriate.