Job Description

The International Powered Access Federation (IPAF) promotes the effective use of powered access worldwide. We are a not-for-profit organisation owned by our members, providing technical advice and information, safety initiatives and training programmes to the powered access industry. We take great pride in our work with the sole aim of saving lives.

An exciting opportunity has arisen to manage our Customer Services Department. Customer Services are the first point of contact for our members and customers with responsibility for some of IPAF's core business functions. This includes 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 key role in the organisation; acting 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.

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.

If you enjoy providing excellent customer service and want to be part of a Cumbrian organisation influencing a worldwide community, we want to hear from you.

Key Responsibilities

Provide leadership and management to 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 KPI's on a daily, weekly and monthly basis. Provide key contact data and provide forecasts for resource and demand data. Manage the IPAF Complaints procedure. Be a key stakeholder in IPAF projects, providing representation for the Customer Services function.

Experience & Qualifications

Experience in a Customer Support/Service Manager /Supervisor role Proven track record in leading a team to inspire and motivate them and create a can-do environment. Excellent communication skills both verbal and written. Proficient IT skills including, MS Office and other 365 applications (e.g. SharePoint). Experience in analysing data to inform decision making. Strong report-writing and presentation skills . Sound understanding of project management principles. 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.

Behaviours and Competencies

Be a great communicator, able to motivate your team and gain buy-in from a wide range of stakeholders. Ideas driven, proposing planning and delivering innovative customer-focused. solutions and improvements. Reflective of your own performance and the performance of your team, celebrating successes and identifying improvements. Demonstrate an approach of continuous improvement.

How to Apply

To apply, follow this link to the IPAF Recruitment Portal

https://ipaf.peoplehr.net/Pages/JobBoard/Opening.aspx?v=6b219cca-2da2-4c2b-8c28-816fbaeffeda

Job Types: Full-time, Permanent

Benefits:

Bereavement leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Private dental insurance Private medical insurance Sick pay
Application question(s):

We are located just off Junction 36 of the M6. There is no appropriate public transport available. Are you able to reliably commute to our location?
Work Location: In person