Bill Briggs Email & Phone Number

United Kingdom

Providing outsource customer service management. Pearl Outsourcing works in partnership with Recruitment Agencies to create and sustain a balanced recruitment process that will place the right people in the right roles in the most cost-efficient and process-efficient manner.It has the power to deliver quality candidates promptly and efficiently every time. The main focus of our efforts is on assisting our clients to maximise their profitability. This is achieved by us working in partnership with you to agree a growth strategy and identify quality candidates for your business.

Responsible for day to day management of up to 34 FTE within a busy customer service department. Including department forecast and budget control, Drive and motivation of team, point of contact for other Team Managers. Managing the developments of the team including Motivating, training, recruiting and managing KPI’s and SLA’sMain Point of contact for all High Level Complaints and Escalation queries in line with customersatisfaction. Key Point of contact for all Billing and Invoice queries and issues.Create and manage incubation projects from start to fulfillment and handover to BAU as well asService Improvement.

Manage a team of 23 Customer Service Representatives (CSR) and4 Senior CSR. Hold monthly team meetings and 1-2-1 with each team member. Also call monitoring, coaching and training members of my team. Responsible for all HR procedures for the team, i.e. disciplinary, grievance, recruitment.Dealing with all complaints in relation to customer services. This includes liaising with other internal & external departments, stakeholders, Councillors and member of the public. Attending stakeholder and client meetings, acting as an ambassador for the company and ensuring feedback is taken and dealt with accordingly.