Job Description

We have an exciting opportunity for an experienced Customer Service Manager to join our team on a full time basis based in our office in Crooklands, Cumbria.


Customer Services are the first point of contact for IPAFs customers worldwide. As a membership organisation, our customer base is varied, from full members and authorised training centres to IPAF qualified operators and organisations within the powered access industry seeking advice and guidance.


Customer Services are responsible for some of IPAFs core business functions, including the administration of IPAF licences, Helpdesk Support functions for members using our platforms and general advice related to our industry leading training courses.


The Customer Service Manager is responsible for ensuring the Customer Service team have the resource and tools to answer a wide range of queries whilst operationally managing the IPAFs core functions. This role acts as a bridge between all IPAF departments, ensuring information flows freely so advisors can provide first time resolutions to our customers. The role will require the management of the full member lifecycle, from application for membership to ongoing management of membership accounts, through to membership offboarding.

Supervisory Responsibilities

The supervisory responsibilities of this role are:

to lead and manage the Customer Services Team (9 Direct reports)

Main Duties

Provide leadership and management of a diverse multi-disciplinary team Day to day supervisory management of the customer services team, including rota management, escalations and resource allocation. Maintain and develop Customer Service Systems including CCaaS systems and knowledge bases. Manage maintain and extend customer contact channels including telephony, email digital and social media. Continuity planning and management for IPAF contact channels, including escalation response for system outages. Setting customer satisfaction targets/KPIs and working with the team to meet targets consistently To review all KPIs on a daily, weekly and monthly basis. Provide key contact data and provide forecasts for resource and demand data Be a key stakeholder in IPAF projects, providing representation for the Customer Services function Interacting with members and training centres daily by answering their questions and directing them to the appropriate service for their needs Establish and maintain customer service policies and procedures Use our in-house systems Collaborate with the wider network to support member requirements and business activities Work with colleagues to suggest opportunities for improvement Provide line management and leadership to the team to include performance management and 6- and 12 month reviews. Be part of the line management community and support initiatives to improve the overall effectiveness of IPAF Deliver a consistent superior service in line with the company quality standards and improve the customer experience. Manage the IPAF Complaints procedure Provide performance metrics and dashboard to the SMT on the performance of the team and areas for improvement.

Skills & Qualifications

To be successful the role holder will be able to:

A degree or equivalent Be computer literate with an understanding of customer service systems Youll need to be comfortable with numbers - analysing trends. Able to work on own initiative Excellent attention to detail and planning skills Excellent organisation skills Have a positive and can-do attitude Customer centric and team player Telephone sales skills Excellent communication skills both verbal and written Proficient IT skills Office, Word, Excel and other 365 applications including SharePoint. Able to prepare monthly reports using Excel and other reporting software The ability to remain patient and calm during stressful situations The ability to work well under severe pressure and be resilient to complaints and feedback Administration skills Customer service skills Excellent verbal and written communication skills Strong report-writing and presentation skills Self-motivation to use their initiative and to innovate, when required General management qualifications, such as those offered by the Institute of Leadership and Management (ILM) or the Chartered Management Institute (CMI), may also be beneficial.

Experience Required

To be successful the role holder will demonstrate:

Experience in a Customer Support/Service Manager role and be passionate about excellent customer service and satisfaction Experience of managing performance of a customer service team against KPIs and targets and holding the team to account for delivering against the required KPIs Experience of managing and leading a team of 3 or more people Experience of managing performance and coaching Managerial experience and leadership skills Proven track record in leading a team to inspire and motivate them and create a can-do environment Experience in coaching and developing others Experience of dealing with complaints and resolving complex problem

Responsibilities & Attitude

To be successful the role holder will:

work to strengthen IPAFs reputation for high levels of customer service be imaginative and enthusiastic actively seek opportunities to improve IPAFs performance think clearly under pressure be willing to multitask across the organisation as requested

In return we offer a competitive salary and excellent benefits and working environment. Our benefits include (but are not limited to) competitive annual leave allowance, Company pension scheme, Income Protection, Wellbeing Services, Life Assurance, Flexible benefits to include - Cycle to Work Scheme -Tech Scheme, discount and cashback schemes, Private healthcare and personal health services via Health shield.