About this role
Are you an experienced people manager who thrives on solving complex customer issues?
We're looking for an experienced Solutions Manager to lead a busy client-facing team within a growing business.
This is a hands-on management role where you'll be responsible for the day-to-day performance of the team, ensuring client issues and complaints are handled quickly and effectively, whilst maintaining a high standard of service.
You'll work closely with internal stakeholders, look at the root cause behind complaints and identify ways to improve processes and the overall client experience.
What you'll be doing:
Managing, mentoring and supporting the Solutions teamOverseeing client complaints and ensuring these are resolved within agreed SLAsMonitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where requiredCarrying out regular reporting and root cause analysis to identify recurring issuesWorking with stakeholders across the business to improve client service and reduce complaintsIntroducing new processes and initiatives to improve the way the team operatesSupporting with recruitment, onboarding and training of new team members
What we're looking for:
Previous management experience within a customer service, complaints, resolutions or similar environmentA strong track record of managing teams and delivering against KPIs and SLAsConfident dealing with difficult or sensitive client conversationsStrong problem-solving skills and the ability to remain calm under pressureExcellent organisation and attention to detail
This would suit someone who genuinely enjoys problem solving, managing people and improving the customer experience, and wants a role where they can have a real impact on how a team operates.
52347LSR
INDHIN
The Portfolio Group are acting on behalf of our client in recruiting for this position.