Responsible for managing a team of up to 40 customer service agents to ensure we were delivering the highest possible customer service. Ensuring all call answer KPI’s are met, customer correspondence, emails and post handled effectively and within set KPI’s whilst keeping within financial staffing budget. Support and develop the customer service agents through planning and delivering training sessions as well as planning our new starter training. Provide monthly MI reports including calls… Show more Responsible for managing a team of up to 40 customer service agents to ensure we were delivering the highest possible customer service. Ensuring all call answer KPI’s are met, customer correspondence, emails and post handled effectively and within set KPI’s whilst keeping within financial staffing budget. Support and develop the customer service agents through planning and delivering training sessions as well as planning our new starter training. Provide monthly MI reports including calls stats, summary of customer complaints, cost of failure and sales figures. Show less