Customer Service Manager

About the roleThe Customer Service Team Leader role is the primary point of responsibility and accountability for all the Customer Service Teams and ensuring we are servicing our customers in the fastest and most efficient way possible. You will lead, develop and support the team members to drive a high-performance culture. You will act as an expert in complex customer queries to ensure we do the right things for our customers and for Dun & Bradstreet. Key ResponsibilitiesHonour the Client:Resolve complex queries promptlyAdvocate for the customer within the businessMaintain strong relationships with internal teams and Sister OfficesCommunicate critical situations to the team quicklyHandle customer cases within the team as neededLead, Develop, and Support Our People:Manage scheduling, resources, and capacity planning for the teamMonitor team progress against metrics and ensure SLA achievementTrack CSAT performance and proactively engage with customers to resolve issuesMaintain and update the Skills Matrix for training and cross-skillingConduct regular check-ins, performance reviews, and onboarding for new startersCreate New Insights:Review performance data regularly to identify improvement areasProvide feedback to teams to drive operational improvements and efficienciesProtect the Franchise:Manage Statutory Credit Files within regulatory deadlinesSupport Subject Access Requests and complaints as neededEnsure compliance with regulatory and compliance metricsKey RequirementsWell developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientationRemote Contact Center and CRM experiencePC literate and working knowledge of Microsoft suiteProficiency in both written and verbal English is mandatoryAbility to multitask and thrive in a fast paced teaming environmentStrong working knowledge of D&B products, D&B systems, Reporting and Scoring modelsA detail and process mindset and the ability to work in an environment of ambiguityAbility to have analytical skills and deal with complex issues and ambiguitiesExperience of conflict resolution/complaint handlingExperience of leading by example, driving a high performance culture and continual improvementExperience of leading a team and management of metricsKnowledge of compliance and regulatory frameworks including FCA, ISO, GDPR and CRA